Operation Supervisor

Job Summary

Manages and develops a team of assigned Agents to meet and exceed performance, maximize productivity, assure quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education. Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met.

Key Responsibilities and Accountabilities

• Manage daily team operations using the TOPS model, dedicating 80% of shift time to hands-on team leadership.
• Coach, motivate, and develop agents to consistently meet or exceed performance and quality targets. Monitor agent interactions across all channels and provide timely feedback to ensure compliance with client standards.
• Offer real-time support during live contacts and handle escalated or complex customer interactions professionally.
• Drive productivity and maintain service level performance to support operational goals and profitability.
• Ensure full compliance with Teleperformance policies, escalating any breaches to management.
• Conduct regular coaching sessions, adapting frequency based on client requirements and process changes.
• Communicate strategic goals and weekly priorities clearly to the team, adjusting messaging for different audiences as needed

Main Job Requirements

Education & Specific Training

Work Experience

Required Skills

Technical / Attributes & Skills

Competencies

Minimum Skills

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