Team Leader/Supervisor
Job in
Cape Town, 7100, South Africa
Listing for:
Teleperformance
Full Time
position
Listed on 2026-03-04
Job specializations:
-
Management
Operations Manager
Job Description & How to Apply Below
Overview
A Team Leader should be an INSPIRATION!
#aNew Home For Your Career
Someone who 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.
Qualifications
Main Job Requirements
Education & Specific Training
Matric or Equivalent (Essential)Work Experience
2-3 years’ experience as an Operations Supervisor within the BPO Industry.Proven Coaching experienceAccount management & verification: login issues, customer information updatesProficiency with Service Now or similar ticketing systems.Responsibilities
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 neededRequired Skills
Technical / Attributes & Skills
The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. She or heis a self-starter, capable of working without direct supervision and maintaining high performance inambiguous situations.Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, InformationMonitoring, Planning & Organizing, Ability to work under PressureTeam leadership and people developmentProven background of quality related analysis, with ability to draw conclusions and recommendimprovement initiativesAbility to deep dive/analyze customer related data and draw conclusions leading to improvementinitiative recommendationsDemonstrated ability to drive process changes and improvementsExceptional written and oral communication skills including an ability to communicate with all levels inthe organization (technical, business, executive, external partners).Goal driven, target orientated, able to step back and look at the bigger picture.Experience in writing documentation and standard operating proceduresDemonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.Professional approach to working with colleagues at all levels – Team Leads, Team Managers, RemoteMentors, Training Team, Support Service Teams and Global CS TeamsAbility to communicate effectively across a multitude of platforms with team members excellent planningand organizational skills.Motivated to work on own initiative.Excellent interpersonal and communication skills.Proven ability to make and implement decisions.Proven ability to influence change at all levels as appropriate.Accuracy and VariancesAttendance and AdherenceStrong critical thinking and problem-solving abilities, with the capacity to navigate and resolve complex issues and customer and team inquiries.Skilled in leveraging multiple data sources (e.g., KPIs, resource utilization) to gain a comprehensiveunderstanding of associate performance and identify areas for improvement.Competencies
Proven Coaching experienceTakes personal responsibilityGoes the extra mile to achieve agreed objectivesWillingly shares knowledge, ideas and experience. Seeks feedback for continuous improvementReflects Teleperformance’s values in their dealings with others, internally and externallyCoaching others and talking through end-to-end processes of the call flowExcellent Administration SkillsMinimum Skills
Process ExcellenceCollaborationCommunicationEmotional IntelligenceOpen-MindednessCritical ThinkingSolution OrientationEntrepreneurshipAI ProficiencyData Literacy
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