Join Teleperformance – Where Excellence Meets Opportunity!
Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.
Why Choose Teleperformance?
We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.
Utilize advanced support technologies and processes engineered to achieve outstanding results.
We cultivate lasting client relationships and make positive contributions to our local communities.
Become Part of an Exceptional Team!
Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.
Job Description
Job Role & Profile: Specialized Services Supervisor
Advertised as : Interpreter Team Lead / Supervisor
Location: Remote
Reports to: Operation Manager
Contract: Regular, Full-time
Education: High School Diploma
Travel Requirements: No
For existing vacancy: Yes
About Us
TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.
Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.
Our Work Culture
At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.
Autonomous - We encourage and trust your decision-making skills.
Progressive work environment- If you have skills to prove we have all ladders for you to grow
Flexible - We believe in results
Innovative - All ideas matter
Inclusive - Everyone is Included and everyone wins
About the job
The Supervisor plays a pivotal role in developing and managing a team of agents, driving the achievement and surpassing of performance goals in productivity, quality, end-user satisfaction, and client satisfaction. This position requires a blend of leadership, coaching, and operational oversight to ensure that all team objectives are consistently met.
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)
Team Management:
Dedicate at least 80% of each shift to active team management, utilizing the TOPS methodology to ensure effective oversight. Key activities include:
Game Planning: Executing daily strategies to meet departmental goals.
Real-Time Monitoring: Managing time adjustments, and live Aux usage to maintain productivity.
LLS Coordination: Acting on callouts from the LLS Team regarding interpreter-specific scenarios and troubleshooting.
Manage the team’s attendance and performance to continuous KPI achievement.
Agent Development:
Support, motivate, evaluate, and coach agents to help them consistently meet and exceed both individual and team goals. This includes;
Performance Coaching: Delivering QA feedback and addressing performance shortcomings, utilizing coaching notes provided by LLS.
Providing ongoing education and feedback to ensure all agents meet or exceed minimum client requirements.
Administering formal feedback or corrective measures for infractions (e.g., unauthorized Aux usage or policy violations).
Service Delivery and Attendance Management:
Proactively maintain required service levels while maximizing team productivity to achieve desired operational margins and proactively monitoring schedules, managing absenteeism, and implementing strategies to improve team reliability and punctuality.
Real-Time Support:
Offering immediate assistance to agents via MS Teams, email, or phone.
Managing complex customer or client inquiries with professional and prompt resolution.
Ensuring uniform quality and productivity across all channels (Calls, Emails, Chats, and Tickets).
Attend meetings with Clients as well as work on tasks assigned by the Clients
Policy Compliance:
Ensure strict adherence to all TP policies and procedures (Security, HR, and Operations) and report infractions to Management immediately. This includes:
Clean Desk Audits: Maintaining a secure work environment.
Mandatory Training: Ensuring 100% completion of MyTP learnings and security communications.
Strategic Alignment:
Communicate and reinforce quarterly strategies, as well as monthly and weekly priorities, ensuring agents understand and adhere to these objectives. Adapt messaging for different audiences, including agents, Operations Managers, and clients, using clear and concise communication.
Program and Coaching:
Schedule and coach agents for weekly calls, chats, emails, and tickets based on account requirements. Adjust answering times as needed for product updates or client needs.
Job Requirements:
BA/BS degree or equivalent practical experience.
Excellent communication skills in both English and Mandarin/Cantonese.
Completion of internal agent development initiatives like JUMP (preferred) Education and Specific Training.
6 months supervisory experience (preferred) for internal or external candidates.
At least 6 months experience as an agent in TP for internal processes and internal.
Proficiency in MS Office tools and applications, including Word, PowerPoint, and Excel.
Benefits & Perks
Continuous learning through progressive training that is specific to your tenure and skills.
Competitive salary with incentive programs
Positive and supportive environment
Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.
Schedule
Location.
Diversity, Equity & Inclusion
TP is home to a global family with various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.
Please note that we may use artificial intelligence (“AI”) tools to support certain aspects of the recruitment process, such as sourcing candidates, reviewing applications, analyzing resumes, and summarizing interviews. These tools are used to assist our recruitment team in evaluating job-related qualifications and do not replace human judgment or decision-making. Employment decisions are not made solely by automated systems. We take steps designed to help ensure that our use of AI tools is appropriate, fair, and consistent with applicable privacy, human rights, and employment laws.
Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs.
Be One of Our People:
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer
Job Application Accommodation:
If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.
