Operations Manager

TP Canada; Toronto; On-site; CAD 64,605 - 78,961; Full time

Benefits offered by this job

Paid training for 9 weeks

2 weeks of annual leave

Medical and dental benefits

Employee Family Assistance Programs

Rewards & Recognition programs

Job summary

TP Canada is seeking a skilled professional to oversee customer management and operational excellence within our team in Toronto. This role involves ensuring client satisfaction, monitoring performance against SLAs, and coaching team members to achieve their potential.

The successful candidate will demonstrate strong business acumen, exceptional communication skills, and the ability to analyze performance metrics. Benefits include competitive salary, paid training, and extensive development opportunities.

Qualifications

• Strong business acumen and understanding of customer operations.
• Proven experience in stakeholder management and client engagement.
• Excellent communication and presentation skills.

Responsibilities

• Own team performance and client satisfaction; develop strategic plans.
• Monitor adherence to Service Level Agreements (SLAs).
• Coach and develop Team Managers, Leaders, and Agents.

Skills

Strong business acumen

Excellent verbal and written communication

Stakeholder management

Performance metrics analysis

Coaching and people development

Job description

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies.

Responsibilities

• Customer Management: Own the team’s performance and client satisfaction; develop strategic and tactical plans to address client needs; represent operations in client-facing forums such as WBRs and MBRs.
• Operational Excellence: Monitor and ensure adherence to Service Level Agreements (SLAs); track attrition and early warning system (EWS) metrics; conduct quarterly audits; identify process gaps and collaborate with Quality and Training teams on corrective actions.
• People & Culture: Coach and develop Team Managers, Leaders, Coaches, and Agents; manage performance issues and HR separation cases; conduct skip‑level meetings; drive succession planning and recognition initiatives.
• Financial Management: Control operational costs while achieving revenue targets; oversee team budgets, engagement funds, and billing information; maintain required headcount levels and buffer percentages.

Preferred Skills & Qualifications

• Strong business acumen and 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.
• Robust development plan with opportunities for vertical and horizontal growth.
• Paid 9 weeks of training and 2 weeks of annual leave.
• Competitive salary with incentive programs.
• Medical and Dental benefits, Employee Family Assistance Programs, and Rewards & Recognition programs.

Location & Compensation

• Salary: $52,000 annually.
• Location: Yonge‑Eglinton Midtown, Toronto (travel within residence is preferred).

Equal Opportunity Employer

Teleperformance welcomes and encourages applications from people with Disabilities. We are committed to accommodating applicants to best meet their needs.

Teleperformance is an Equal Opportunity Employer.