Operations Manager

Canada; Toronto; On-site; CAD 66,000 - 80,000; Full time

Benefits offered by this job

Training & development program

Career growth plan

Medical and dental benefits

Incentive programs

Rewards & recognition

Job summary

Teleperformance is seeking an Operations Manager in Toronto to lead end-to-end performance of the assigned customer operations team. You will own client delivery, operational excellence, people leadership, and financial outcomes, ensuring service levels are met while driving continuous improvement and employee engagement.

The role emphasizes collaboration with Workforce Management, Recruitment, and Clients on manpower planning, as well as monitoring SLAs and optimizing processes for sustainable

Responsibilities

• Takes full ownership of the aligned team's performance and client satisfaction.
• Develops strategic and tactical plans to address client needs, emerging trends, and industry best practices.
• Builds deep understanding of client processes and identifies opportunities for value addition.
• Represents operations in client-facing forums including WBRs and MBRs.
• Monitors and ensures adherence to SLAs.
• Tracks attrition, maintains Early Warning System trackers, and conducts quarterly audits.
• Partners with Workforce Management, Recruitment, and Clients on manpower planning.
• Analyzes performance metrics, identifies process gaps, and collaborates with Quality and Training teams to implement corrective actions.
• Acts as a subject matter expert for the process and leads resolution of escalations.
• Partners with Director / Senior Director to design and implement incentive structures to drive performance.
• Coaches and develops Team Managers, Team Leaders, Coaches, and Agents to drive performance and career growth.
• Manages performance issues and partners with HR on separation cases and timely backfills.
• Handles escalations related to people management, training guidelines, compliance, and complaints.
• Conducts regular skip-level meetings and ensures feedback is actioned and cascaded to relevant departments.
• Identifies high‑potential talent and drives succession planning across all levels.
• Owns performance management, compensation inputs, and rewards & recognition initiatives.
• Manages operational costs while ensuring revenue targets are achieved.
• Ensures optimal occupancy and utilization levels.
• Oversees team budgets, engagement funds, and timely submission of billing information.
• Maintains required headcount levels and buffer percentages for the process.
• Strong business acumen with a solid understanding of customer operations and service delivery models.
• Excellent verbal and written communication skills with strong presentation capabilities.
• Proven stakeholder management and client engagement experience.
• Demonstrated ability to analyze performance metrics and drive process improvements.
• Strong coaching and people development skills.
• Delivers Customer Service Excellence
• Supports Innovation & Continuous Improvement
• Builds Collaborative Relationships
• Coaches & Develops Others

Job description

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.

Why Choose Teleperformance?

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

About the Job

The Operations Manager is accountable for end-to-end performance of the assigned customer operations team. This role owns client delivery, operational excellence, people leadership, and financial outcomes, ensuring service levels are met while driving continuous improvement, employee engagement, and sustainable growth.

Responsibilities

Customer Management

• Takes full ownership of the aligned team's performance and client satisfaction.


• Develops strategic and tactical plans to proactively address client needs, emerging trends, and industry best practices.


• Builds deep understanding of client processes and identifies opportunities for value addition.


• Represents operations in client-facing forums including WBRs and MBRs.

Operational Excellence

• Monitors and ensures adherence to Service Level Agreements (SLAs).


• Tracks attrition, maintains Early Warning System (EWS) trackers, and conducts quarterly audits.


• Partners with Workforce Management, Recruitment, and Clients on manpower planning.


• Analyzes performance metrics, identifies process gaps, and collaborates with Quality and Training teams to implement corrective actions.


• Acts as a subject matter expert for the process and leads resolution of internal and external escalations.


• Partners with Director / Senior Director to design and implement effective incentive structures to drive performance.

People & Culture

• Coaches and develops Team Managers, Team Leaders, Coaches, and Agents to drive performance and career growth.


• Manages performance issues and partners with HR on separation cases and timely backfills.


• Handles escalations related to people management, training guidelines, compliance, and complaints.


• Conducts regular skip-level meetings and ensures feedback is actioned and cascaded to relevant departments.


• Identifies high‑potential talent and drives succession planning across all levels.


• Owns performance management, compensation inputs, and rewards & recognition initiatives.

Financial Management

• Manages operational costs while ensuring revenue targets are achieved.


• Ensures optimal occupancy and utilization levels.


• Oversees team budgets, engagement funds, and timely submission of billing information.


• Maintains required headcount levels and buffer percentages for the process.

Preferred Skills

• Strong business acumen with a solid understanding of customer operations and service delivery models.


• Excellent verbal and written communication skills with strong presentation capabilities.


• Proven stakeholder management and client engagement experience.


• Demonstrated ability to analyze performance metrics and drive process improvements.


• Strong coaching and people development skills.

Critical Competencies

• Delivers Customer Service Excellence


• Supports Innovation & Continuous Improvement


• Builds Collaborative Relationships


• Coaches & Develops Others

Benefits & Perks

• Established career path supported by self‑assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.


• Robust career path with a full development plan and the opportunity to grow in the organization.


• Paid 9 weeks of training ( , 2 weeks annual leave.


• Continuous learning through progressive training that is specific to your tenure and skills.


• Competitive salary with incentive programs


• Positive and supportive environment


• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Salary

$52,000 annually

Location

Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton Midtown Toronto

Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited to participate in the selection process, we are committed to accommodating you to best meet your needs.

Be One of Our People:

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work