Operations Supervisor

Teleperformance Spain; Toronto; On-site; CAD 42,000 - 52,000; Full time

Benefits offered by this job

Career path development

9 weeks of training and nesting

Competitive salary

Job summary

Teleperformance in Toronto is seeking a proactive Team Manager to direct, manage and drive the performance of a customer support team, delivering a high standard of service. You will own team results across CSAT, Quality, and NPS, while sustaining a people-focused, performance-driven culture.

Responsibilities include monitoring SLAs, briefing teams, providing coaching, conducting quality audits, tracking attrition, and collaborating with client, quality and training to close gaps.

Qualifications

• Delivers Customer Service competency at a team level.
• Strong problem-solving orientation with focus on client needs.
• Clear and effective communication across teams and with clients.

Responsibilities

• Directs, manages, and controls the performance of the team while communicating and completing transactions for customers.
• Takes ownership of the aligned team’s performance on CSAT, Quality, NPS, and other customer metrics.
• Monitors adherence to SLAs, briefs the team, and provides timely feedback and coaching.
• Conducts weekly quality audits and develops action plans for agents requiring coaching.
• Tracks attrition and manages leave documentation and related processes.
• Collaborates with Client, Quality, and Training teams to fix process gaps and improve performance.

Skills

Delivers Customer Service

Solves Problems

Communicates Effectively

Supports Colleague Development

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

This roleis responsible fordirecting, managing, and controlling team performance while delivering a high standard of customer experience. The position takes full ownership of team results across customer satisfaction, quality, and operational metrics, while fostering a strong people-focused and performance-driven culture.

Responsibilities

Customer

• Directs, manages, and controls the performance of the team while communicating and completing transactions for customers.

• Takescomplete ownership of the aligned team’s performance on CSAT, Quality, NPS, and other customer metrics.

• Demonstrates a strong customer orientation and makes consistent efforts to understand and respond to client needs.

Operational Excellence

• Monitors adherence to Service Level Agreements (SLAs) as defined by the Client / Process, including TAT, Quality, Productivity, and Attendance.

• Cascadesimportant updates and information to the team during pre-shift briefings.

• Monitors calls and providestimelyfeedback as agreed with Clients and Operations.

• Conducts weekly quality audits and develops action plans for advisors requiring coaching and development to achieve desired performance levels.

• Tracks attrition and conducts quarterly audits for leave cards and other required documentation.

• Identifiesprocess gaps and collaborates with Client, Quality, and Training teams to develop and implement solutions.

• Provides regular performance updates to the Team Manager, including risks, issues, and improvement areas.

• Initiates CAP, DAP, and EDP processes for disciplinary and performance-related concerns asrequired.

• Ensures efficient andaccurateleave management for the team.

• Participates in monthly calibration sessions with Quality, Team Coaches, and Trainers to ensure alignment with quality standards.

People & Culture

• Acts as an effective team player and resolves conflicts in a constructive andtimelymanner.

• Guides and supports team members toward achieving individual and teamobjectives.

• Maintains effective work behavior under pressure and adapts successfully to changing demands and conditions.

• Enables development opportunities for the team through participation in various initiatives.

• Assistsnew and existing team members by preparing development plans and tracking progress against them.

• Ensures team adherence to discipline standards and TP policies.

• Takesresponsibility for implementing feedback and cascading opportunitiesidentifiedthrough skip-level meetings to relevant departments.

Critical Competencies

• Delivers Customer Service

• Solves Problems

• Communicates Effectively

• Supports Colleague Development

Salary

• $47,000 annually

Location

• Candidates areadvised to bewithin travel distance from our primary locations: Yonge- Eglinton Midtown Toronto

• Fully onsite (5 days a week)

Benefits & Perks

• Established career path supported by self-assessments, virtual training, and guided curriculum thatallowfor vertical and horizontal growth throughour multiplelines of business.

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

• Paid 9 weeks of training and nesting which consists of 3 weeks of classroom training, 2 weeks of applied learning, 4 weeks of ticketing (nesting), and 2 weeks of 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.

Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited toparticipatein the selection process, we are committed toaccommodateyou 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 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. Teleperformance is an Equal Opportunity Employer

Job Application Accommodation:

If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.