Digital Business Customer Support Supervisor

Canada; Southwestern Ontario; Vor Ort; CAD 44.000 - 54.000; Vollzeit

Zusammenfassung

Teleperformance in Waterloo is looking for an Operations Supervisor to lead a team of agents, guiding daily operations and driving performance in productivity, quality, end-user satisfaction, and client relations.

The role emphasizes leadership, coaching, and operational oversight, with responsibilities for frontline customer interactions (inbound and chat) and reporting. Regular on-site work with opportunities for growth within a global organization.

Qualifikationen

• Experience developing and managing a team of agents.
• Ability to drive productivity, quality, and satisfaction.
• Familiarity with inbound customer service and chat environments.

Aufgaben

• Oversee and supervise a team of agents.
• Attend required training sessions for new information and updates.
• Prepare and ensure accuracy of reports.
• Ensure service level standards are met.
• Monitor system performance and initiate actions to correct issues.

Kenntnisse

Team leadership

Coaching

Customer service

Agent supervision

Performance management

Ausbildung

High School Diploma

Jobbeschreibung

Why Choose Teleperformance?

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.

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 and Profile : Operations Supervisor

Advertised as: Digital Business Support Supervisor

Location: Onsite TPCA Waterloo

Reports to: Assistan t Operations Manager / Operations 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, the development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. We also provide services in 300 languages and dialects.

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

• 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 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.

This position is responsible for customer service and through various transaction types (inbound and chat) This position is responsible for supporting frontline (customer facing) coworkers by handling consult calls, escalations, team supervision and other related duties.

Compensation: Annual Base Salary of $48, 828

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Oversee and supervise a team of agents .
• Attend required training session for new information and training updates.
• Acquire and transfer to the team the knowledge of all tools and associated workflow processes
• Assist in developing and streamlining procedures
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
• Provide quality service to both internal and external customers - on and off-line.
• Assist agents with customer interaction on situations requiring special handling - take customer calls.
• Ensure open flow of communication between agents, supervisors and management.
• Ensure uniform understanding and adherence to policies, procedures and company programs.
• Supervise and monitor agent attendance, performance and productivity
• Prepare and ensure accuracy of reports.
• Ensure agents are continuously kept abreast of operational changes.
• Conduct employee briefings and meetings.
• Assure service level standards are met.
• Monitor system performance and initiate actions to correct system problems.
• Conduct agent observation and provide feedback.
• Assist in the development and tracking of employee incentive programs.
• Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
• Understand and adhere to policies, guidelines, and procedures pertaining to ethics and compliance, and to the protection of information assets, integrity of customer transactions, and ethical use of access privileges and resources
• Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy, and Confidentiality Agreement
• Protect company assets, systems, proprietary, and confidential information per Teleperformance policies
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents, and breaches in confidentiality, integrity, or availability of information assets
• Process personal, cl