{"id":2694213,"url":"https://alion.io/job/tp-operations-supervisor-7","title":"Operations Supervisor","company":{"id":7921,"name":"TP","domain":"tp.com","url":"https://alion.io/company/tp","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":18500,"period":"year","method":"role_seniority_country_remote_cell","sample_n":26},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-16T09:42:48Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-16T14:08:20Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nThe Team Leader is responsible for leading, developing, and motivating a team of customer service and collections agents to achieve performance targets while maintaining high levels of customer experience, regulatory compliance, and operational excellence. This role requires 1-2 years of relevant experience along with strong presentation and analytical skills.\nQualifications\nQualifications and Experience:\nMatric / Equivalent qualification.\n2-3 years of experience in a Team Leader role within a contact center environment.\nProven experience in a collections, customer service environment (Essential)\nExperience in coaching and managing a team to meet performance targets.\nTechnical skills\nIntermediate Microsoft Excel skills (VLOOKUP/XLOOKUP, PivotTables, charts, filters)\nStrong PowerPoint skills for creating presentations and performance updates\nResponsibilities\nKey Responsibilities\nPeople Management\nLead and manage a team of agents, providing coaching, feedback, and continuous development.\nConduct regular 1:1s, performance reviews, and development planning.\nManage scheduling, adherence, and attendance to meet campaign needs.\nPromote a positive, collaborative, and performance-driven team culture.\nOperational Performance\nDrive performance across key metrics including collections yield, PTP conversions, call quality, and CSAT.\nReview and interpret performance dashboards to identify trends and opportunities.\nSupport escalations and resolve complex customer queries.\nEnsure consistent application of collections strategies, negotiation techniques, and customer support processes.\nQuality & Compliance\nEnsure team adherence to collections regulations, customer protection guidelines, and data privacy requirements.\nComplete quality assessments and deliver structured feedback.\nProactively identify compliance risks and correct behaviors quickly.\nCoaching, Training & Facilitation\nDeliver regular coaching sessions, huddles, and skills-development exercises.\nFacilitate team workshops and training interventions to improve capability and performance.\nShare best practices and reinforce high-quality customer interactions.\nReporting & Communication\nPrepare and deliver performance reports to managers and stakeholders.\nCommunicate operational updates, process changes, and campaign objectives clearly.\nMaintain accurate records of team performance, compliance issues, and development activities.\nKey Skills & Competencies\n1-2 years of experience in collections, customer service, or a related leadership role\nStrong leadership and people management ability\nExcellent written and verbal communication\nAbility to facilitate sessions, workshops, and small group training\nAnalytical and data-driven problem-solving ability\nNegotiation, conflict resolution, and customer-centric decision-making\nHigh emotional intelligence and resilience\nPerformance Metrics (KPIs)\nCollections yield and payments secured\nPTP (Promise-to-Pay) conversion rates\nCall quality audit scores\nCSAT and customer sentiment\nAHT and schedule adherence\nAttendance and retention\nCompliance audit 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