job description
Join Teleperformance as an Operations Supervisor (Retail Account) and take the lead in driving operational excellence in Bali’s dynamic business landscape. This is your opportunity to inspire teams, optimize processes, and elevate customer service standards for a global leader in outsourced customer experience management.
In this pivotal role, you will oversee daily operations for our retail account, ensuring seamless service delivery, team performance, and client satisfaction. Your leadership will be instrumental in fostering a high-performance culture, implementing best practices, and achieving KPIs that align with our commitment to excellence. With Teleperformance’s expansive reach and innovative solutions, you’ll contribute to shaping exceptional customer experiences while advancing your career in a supportive, growth-oriented environment.
Bali’s vibrant work culture and Teleperformance’s industry-leading resources create the perfect backdrop for professionals seeking impactful leadership roles in the customer service and call center sector. If you’re a results-driven leader with a passion for operational improvement, this is your chance to make a difference.
Responsibility
- Team Leadership: Supervise, mentor, and motivate a team of customer service representatives to achieve performance targets and deliver exceptional service.
- Operational Oversight: Monitor daily operations, ensuring adherence to SLAs, quality standards, and company policies for the retail account.
- Performance Management: Track and analyze KPIs (e.g., CSAT, resolution time, first-call resolution) and implement action plans to drive continuous improvement.
- Process Optimization: Identify inefficiencies in workflows and introduce innovative solutions to enhance productivity and customer satisfaction.
- Client Relations: Act as the primary point of contact for retail clients, addressing escalations, providing reports, and ensuring alignment with business objectives.
- Training & Development: Conduct regular coaching sessions, onboarding programs, and skill-building workshops to upskill team members.
- Compliance & Quality: Ensure all operations comply with industry regulations, data protection standards, and Teleperformance’s quality frameworks.
- Cross-Functional Collaboration: Work closely with HR, IT, and other departments to resolve operational challenges and support strategic initiatives.
Qualifications
- Proven Experience: Minimum 3+ years in a supervisory or managerial role within a call center, BPO, or retail customer service environment.
- Leadership Skills: Demonstrated ability to lead, inspire, and develop high-performing teams in fast-paced settings.
- Industry Knowledge: Familiarity with retail customer service operations, including handling inquiries, complaints, and sales support.
- Analytical Mindset: Strong problem-solving skills with the ability to interpret data and make data-driven decisions.
- Communication Excellence: Fluent in English (written and verbal) with exceptional interpersonal and negotiation skills.
- Tech-Savvy: Proficiency in CRM systems (e.g., Salesforce, Zendesk), MS Office, and call center software.
- Adaptability: Ability to thrive in a dynamic environment, manage multiple priorities, and meet tight deadlines.
- Education: Bachelor’s degree in Business Administration, Management, or a related field (or equivalent work experience).