Operations Supervisor — Customer Experience Lead

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

Benefits offered by this job

Career development plan

9 weeks of training and nesting

Incentive programs

Medical and Dental benefits

Employee Family Assistance Programs

Job summary

Teleperformance in Toronto is seeking a dedicated operations leader to direct, manage, and optimize team performance while delivering a high standard of customer experience. You will own team results across CSAT, quality, and operational metrics, championing a people-focused, performance-driven culture.

Join our on-site team near Yonge-Eglinton Midtown to lead, coach, and develop staff, monitor SLAs, participate in calibration sessions, and drive continuous improvement.

Responsibilities

• Directs, manages, and controls the performance of the team while communicating and completing transactions for customers.
• Takes complete 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.
• Monitors adherence to SLAs (TAT, Quality, Productivity, Attendance) as defined by Client/Process.
• Cascades important updates and information to the team during pre-shift briefings.
• Monitors calls and provides timely feedback as agreed with Clients and Operations.
• Conducts weekly quality audits and develops action plans for coaching and development.
• Tracks attrition and conducts quarterly audits for leave cards and documentation.
• Identifies process gaps and collaborates with Client, Quality, and Training teams to implement solutions.
• Provides regular performance updates to the Team Manager, including risks and improvement areas.
• Initiates CAP, DAP, and EDP processes for disciplinary and performance-related concerns.
• Ensures efficient and accurate leave management for the team.
• Participates in calibration sessions to ensure alignment with quality standards.

Job description

Teleperformance in Toronto is seeking a dedicated operations leader to direct, manage, and optimize team performance while delivering a high standard of customer experience. You will own team results across CSAT, quality, and operational metrics, championing a people-focused, performance-driven culture.

Join our on-site team near Yonge-Eglinton Midtown to lead, coach, and develop staff, monitor SLAs, participate in calibration sessions, and drive continuous improvement.