Operations Supervisor (986)

Operations Supervisor (986) Design Teleperformance ZA-Cape Town , South Africa Until 2026/08/10 Full time On-site Job description Overview

ROLE PURPOSE

The role is responsible for the day-to-day line management activity of a number of colleagues. This will include leading, coaching, motivating, supporting and delivering colleagues, to deliver operational requirements. And ensure all regulatory quality and process requirements are met to ensure the right customer outcomes. Qualifications Ideally educated to GCSE/NVQ level 3 or equivalent

• Numerate and literate, ideally grade C or above (equivalent) GCSE English and Maths

Expérience

• 5+ years’ experience in a customer service/financial services environment

Minimum 2 years’ experience leading teams Strong skills in: Function specific IT systems

• Presentation skills
• Communication (written and oral)
• Computer literate (word, excel, power point) Good Knowledge of: People development
• Team leading/management
• Achieving targets/revenue generation
• Good knowledge of legislation specific to their area of work, this may include: FCA legislation
• OFT guidance

- TCF

• Consumer Credit Act
• Data Protection Act / GDPR Responsibilities SCOPE OF ROLE: Leadership The role holder is responsible for a team of colleagues, size of the team will depend on the area the role operates in The Team Manager is empowered to make decisions around colleague and overall team performance including absence, disciplinary, engagement activity Collaborate with & support peers in sharing best practice in the solving of problems and issues affecting all teams Nature and Area of impact: Both colleagues and customers are impacted by the performance of the Team Manager and they are accountable for ensuring colleagues put the customer at the heart of everything they do thereby delivering the right customer outcomes. The role operates within a governance and regulatory framework and activity will be impacted by regulatory guidelines. This will also require the role holder to understand and complete compliant activities including adherence to process controls. Budget/Financial: The role holder does not have any direct budget responsibility; however they are able to allocate overtime and are responsible for monitoring colleague performance against agreed KPI’s.

KEY RESPONSIBILITIES

Lead, motivate, develop and support team, including monitoring and reviewing individual performance, so as to ensure delivery of the required company standards and project targets and support the continuing personal and professional development of all team members. Drive colleague continuous improvement through Quality Monitoring. Allocate team resource as required, in order to ensure the required service standards and business performance are achieved by the team Responsible for ensuring all relevant documentation is completed correctly within team, including closing out any non-conformances, in order that activities remain compliant with company and regulatory requirements Act as first point of

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