Team Lead - Teleperformance MOA

About The Role

As an Operations Supervisor for the Logistics Account at Teleperformance's Pasay City office, you will play a key role in ensuring the smooth and efficient operation of the call center. This full-time role involves providing leadership, guidance and support to a team of customer service representatives, with a focus on driving performance, delivering exceptional customer experiences, and fostering a positive and collaborative work environment.

What You'll Be Doing

• Overseeing the daily activities and performance of a team of customer service representatives
• Monitoring call volumes, handling times, and other key performance metrics to identify areas for improvement
• Providing coaching, training, and feedback to team members to help them develop their skills and reach their full potential
• Collaborating with other departments and stakeholders to resolve customer inquiries and issues
• Implementing and enforcing company policies and procedures to ensure compliance
• Identifying and addressing team and individual training needs
• Fostering a positive, customer-centric, and team-oriented work environment
  
  

What We're Looking For

• Proven experience as a supervisor or team leader in a call center or customer service environment
• Strong communication and interpersonal skills, with the ability to effectively motivate and manage a team
• Excellent problem-solving and decision-making abilities
• Proficiency in data analysis and reporting
• Familiarity with call center software and technology
• A customer-focused mindset and commitment to delivering exceptional service
• Strong organizational and time-management skills