{"id":3521011,"url":"https://alion.io/job/tp-operations-supervisor-9","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":"services","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":"2026-11-06T05:58:05Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gqeberha, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-30T12:04:37Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-06T21:37:55Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Overview\nThe Operations Supervisor (OS) plays a key role in driving performance and ensuring the delivery of exceptional customer experiences through effective leadership and team management. This role is responsible for leading a team of Customer Experts, ensuring that they meet operational targets, comply with quality standards, and maintain high levels of engagement and accountability.\nThe OS acts as the first line of leadership, providing coaching, guidance, and support to team members to develop their skills and achieve both individual and team goals. The role requires strong performance management, problem-solving, and communication skills to balance client expectations with business objectives.\nThe Operations Supervisor also collaborates closely with the Operations Assistant Manager (OAM) and other support functions to drive continuous improvement, address performance gaps, and create a positive and productive work environment.\nQualifications\nMatric (Grade 12) or equivalent - mandatory\n\n1 year tenure in Operations supervisor role in a contact centre.\n\nExposure to performance KPIs (CSAT, NSAT, Quality, Attendance)\n\nExperience in coaching, mentoring, or peer support\n\nBasic Excel and reporting skills\n\nStrong communication, decision-making, and problem-solving abilities\n\nResponsibilities\n Key Responsibilities and Accountabilities:\nYou should begin your day by evaluating the prior day/week/month performance reports\n\nEnsuring any agents with performance issues have been followed up with and tracked.\n\nDaily meetings with my team, ensuring Team understand daily & trended actual results versus the goals identifying agent outliers\n\nEstablishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift.\n\nUtilizing time daily to facilitate Agent development while maintaining the “80/20” rule.\n\nBy observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded.\n\nYou actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans.\n\nIdentify inefficiencies within operations and provide recommendations.","description_format":"text","description_chars":2390,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-30T12:04:37Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.992,"p_room":1,"age_days":6,"expected_fill_days":22,"reasons":["conf:2","wave","velocity","win:early","comp:brand"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/tp-operations-supervisor-9","json_url":"https://alion.io/job/tp-operations-supervisor-9.json","meta":{"generated_at":"2026-11-07T01:27:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3605,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7921},"rest":"https://alion.io/mcp/rest/get_company?id=7921"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftp-operations-supervisor-9"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftp-operations-supervisor-9"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftp-operations-supervisor-9"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tp-operations-supervisor-9\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftp-operations-supervisor-9"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3521011}},{"tool":"search_jobs","arguments":{"company":"tp.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3521011},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}