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 recognized brands. With a workforce of over 500,000 passionate professionals worldwide, Teleperformance is committed to creating meaningful and sustainable business impacts through advanced technology and exceptional customer service. Role Overview: As a Call Center Operations Supervisor, you will play a critical 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 and implement improvement plans as needed. - You will provide coaching and training to enhance team skills and productivity. - You will manage scheduling and workforce planning to optimize coverage and efficiency. - You will handle escalated customer issues, ensuring timely and effective resolution. - You will collaborate with other departments to align operational goals and share best practices. - You will prepare and present performance reports to senior management. - You will foster a positive and motivating work environment that encourages team engagement. What You Bring: - Minimum of 3 years 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 make informed decisions to improve performance. - Flexibility to work in shifts and adapt to a fast-paced environment. Bonus Points If You Have: - Experience with workforce management tools. - Knowledge of quality assurance processes. - Bilingual abilities or multilingual skills. - Previous experience in a global or multicultural call center environment. 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 supportive and inclusive workplace culture. - We offer flexible scheduling options to support work-life balance. Ready to Apply? Submit your resume and cover letter through our online application portal at Teleperformance careers page. Join us and be part of a global team dedicated to excellence in customer service and operational leadership.