Teleperformance

Compensation

Full Description

Job Title: Call Center Operations Supervisor Company Overview: Teleperformance is a global leader in digital business services, dedicated to delivering innovative and efficient solutions to some of the world’s most renowned brands. With a workforce of over 500,000 passionate professionals worldwide, Teleperformance is committed to creating meaningful and sustainable business improvements through advanced technology and exceptional customer service. Role Overview: As a Call Center Operations Supervisor, you will play a pivotal role in overseeing daily call center activities to ensure operational excellence and superior customer experience. You will lead a team of agents, driving performance, coaching for success, and implementing strategies to meet and exceed service goals. What You'll Do: - You will supervise and support call center agents to maintain high-quality customer interactions. - You will monitor key performance indicators (KPIs) and implement action plans to improve team productivity. - You will provide coaching and training to enhance agent skills and professional development. - You will manage scheduling and workforce planning to ensure adequate coverage. - You will handle escalated customer issues and work towards timely resolution. - You will collaborate with other departments to streamline processes and improve service delivery. - You will prepare and present regular reports on team performance and operational metrics. - You will foster a positive and motivating work environment that encourages teamwork and engagement. What You Bring: - Minimum of 3 years of experience in call center operations or customer service supervision. - Strong leadership and team management skills with a focus on coaching and development. - Proficiency in call center software and CRM systems. - Excellent communication and interpersonal skills. - Ability to analyze data and use metrics to drive performance improvements. - Strong problem-solving skills and the ability to handle escalated customer issues effectively. Bonus Points If You Have: - Experience working in a global or multicultural call center environment. - Knowledge of workforce management tools and techniques. - Familiarity with digital customer service platforms and emerging technologies. - Certification in customer service or call center management. What We Offer: - We offer competitive salary and performance-based incentives. - We offer comprehensive health and wellness benefits. - We offer opportunities for professional growth and career advancement. - We offer a dynamic and inclusive workplace culture. - We offer flexible work schedules to support work-life balance. Ready to Apply? To join our team at Teleperformance as a Call Center Operations Supervisor, please submit your resume and cover letter through our careers page or email your application to recruitment@teleperformance.com. We look forward to hearing from you!