Operations Manager (Contact Centre)

Teleperformance USA; Toronto; On-site; CAD 47,000 - 57,000; Full time

Benefits offered by this job

Medical and Dental benefits

Employee Family Assistance Programs

Rewards & Recognition programs

Paid training

Annual leave

Job summary

Teleperformance USA is seeking an Operations Manager in Toronto to lead an assigned client operations team, ensuring end-to-end performance, client satisfaction, and financial outcomes. The role focuses on driving continuous improvement, employee engagement, and sustainable growth in a dynamic environment.

You will own client delivery, monitor SLAs, and collaborate across functions to optimize processes, coaching team leaders and managing escalations for best-in-class service.

Qualifications

• Experience leading client operations teams and delivering against SLAs.
• Ability to analyze performance metrics and identify improvement opportunities.
• Strong coaching and people development skills.

Responsibilities

• Own end-to-end performance of the assigned client operations team.
• Develop strategic and tactical plans to address client needs and trends.
• Build deep understanding of client processes and opportunities for value addition.
• Represent operations in client-facing forums such as WBRs and MBRs.
• Monitor SLAs, track attrition, and maintain EWS trackers.
• Collaborate with Workforce Management, Recruitment, and Clients on manpower planning.
• Drive process improvements with Quality and Training teams and resolve escalations.

Skills

Business acumen

Communication

Stakeholder management

Performance analytics

People development

Strategic planning

Job description

Category : Client Operations

Application Deadline: Ongoing until positions are filled.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

Equal Opportunity Employer

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

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.
• Paid9weeks 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

Required Skills

BEST Skills

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

Be Part of Our TP Family

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 every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.