Operations Supervisor

TP Canada; Toronto; On-site; CAD 58,393 - 71,369; Full time

Benefits offered by this job

Medical and Dental benefits

Employee Family Assistance Programs

Rewards & Recognition programs

Opportunity for career growth

Competitive salary with incentive programs

Job summary

TP Canada is looking for a dedicated manager in Toronto to lead and direct team performance while ensuring customer satisfaction and quality metrics are met. This onsite role requires strong people management skills and a focus on developing team members.

The ideal candidate will be responsible for performance monitoring, conflict resolution, and team adherence to standards. TP Canada offers a competitive salary of $47,000, along with benefits including medical and dental coverage, training, and career growth opportunities.

Qualifications

• Proven ability to manage team performance and customer satisfaction.
• Strong conflict resolution and feedback skills.
• Capacity to adapt and maintain work behavior under pressure.

Responsibilities

• Direct and manage the performance of the team.
• Take ownership of performance metrics.
• Participate in monthly calibration sessions.

Job description

Job Description

This role is responsible for directing, 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.

Key Responsibilities

• Direct, manage, and control the performance of the team while communicating and completing transactions for customers.
• Take ownership of the team’s performance on CSAT, Quality, NPS, and other customer metrics.
• Demonstrate a strong customer orientation and consistently respond to client needs.
• Monitor adherence to SLAs (TAT, Quality, Productivity, Attendance) defined by the client/process.
• Cascade updates during pre‑shift briefings.
• Monitor calls, provide timely feedback, conduct weekly quality audits, and develop action plans for coaching.
• Track attrition, perform quarterly audits for leave cards and required documentation.
• Identify process gaps and collaborate with Client, Quality, and Training teams for solutions.
• Provide performance updates to the Team Manager, including risks, issues, and improvement areas.
• Initiate CAP, DAP, and EDP processes for disciplinary and performance concerns.
• Ensure efficient and accurate leave management.
• Participate in monthly calibration sessions with Quality, Team Coaches, and Trainers.
• Act as an effective team player, resolve conflicts constructively and timely.
• Guide and support team members toward achieving objectives.
• Maintain effective work behavior under pressure and adapt to changing demands.
• Enable development opportunities; prepare development plans and track progress.
• Ensure team adherence to discipline standards and TP policies.
• Implement feedback and cascade opportunities from skip‑level meetings to relevant departments.

Location

Candidate should be within travel distance from the primary location: Yonge‑Eglinton Midtown, Toronto. Fully onsite (5 days a week).

Salary and Benefits

• Annual salary: $47,000.
• Paid 9 weeks of training and nesting: 3 weeks classroom, 2 weeks applied learning, 4 weeks ticketing, and 2 weeks annual leave.
• Medical and Dental benefits.
• Employee Family Assistance Programs.
• Rewards & Recognition programs.
• Opportunity for career growth with vertical and horizontal development.
• Competitive salary with incentive programs.
• Positive and supportive environment.

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

Teleperformance is an Equal Opportunity Employer.