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Customer Support Specialist Supervisor
Teleperformance. Lead and support an existing team professionally and disciplinarily .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and team management capabilities, focusing on performance optimization, employee development, and compliance with service-level standards. Proficient in analyzing performance metrics and facilitating effective communication across departments.
Highest-signal resume keywords
Team LeadershipPerformance Metrics AnalysisConflict ResolutionKPI DevelopmentEnglish Communication Skills (C1 Level)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance Metrics ManagementMS Office ProficiencyCRM KnowledgeTicketing Systems Knowledge
Soft Skills
Motivational SkillsDecision-Making Under PressureStructured Working Style
Industry Keywords
Service-Level ComplianceContinuous ImprovementTeam ProductivityCustomer Interaction Management
About the role
Key responsibilities & impact- Lead and support an existing team professionally and disciplinarily
- Monitor team performance and take responsibility for team success
- Drive continuous improvement and ensure goal achievement
- Motivate, develop, and support employees daily
- Coach and motivate employees to ensure quality standards and professional development
- Optimize internal workflows with project stakeholders
- Analyze performance metrics daily, weekly, and monthly
- Prepare and conduct daily pre-shift meetings, including KPI review and action planning
- Prepare project-specific client reports
- Support, motivate, evaluate, and develop the team
- Conduct contact monitoring followed by feedback, coaching, and training when needed
- Ensure service-level compliance and maximize team productivity to meet financial targets
- Provide real-time support during challenging customer interactions
- Handle escalated cases professionally and in a solution-oriented manner
- Collaborate with key contacts to identify issues and develop KPI action plans
- Ensure compliance with Teleperformance policies and report violations to management
- Interact with WFM, QA, HR, Payroll, and other departments
- Manage time tracking and attendance records
- Exercise disciplinary leadership over the team
Requirements
What you’ll need- Confident written and spoken English communication skills at minimum C1 level
- Strong communication and conflict resolution skills
- Ability to prioritize tasks and make sound decisions under pressure
- Proficiency in using performance metrics to manage and optimize team performance
- Solid knowledge of MS Office
- Knowledge of relevant CRM and ticketing systems
- Structured, efficient, and committed working style
- Ability to motivate a team
- Current CV and motivation letter required for application
Benefits
Comp & perks- Equality and inclusion practices, including preference for women in cases of equal suitability
- Consideration and welcome of applications from severely disabled persons and people with equivalent status
- Applications welcomed regardless of disability, cultural and social background, age, religion, ideology, or sexual identity