Operations Supervisor/Team Lead (Call Centre)

TP; Toronto; On-site; CAD 56,000 - 58,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Life insurance

Dental benefits

Employee discounts

Job summary

TP is seeking an Operations Supervisor/Team Lead to direct and manage a hands-on team responsible for delivering exceptional customer experiences at our Toronto office. This role requires full onsite presence five days a week and a strong emphasis on driving performance across CSAT, Quality, NPS, and related metrics.

The ideal candidate will excel in people leadership, maintain adherence to SLAs, and collaborate with cross-functional teams to close gaps and implement continuous improvements.

Qualifications

• Experience leading customer-service oriented teams.
• Ability to manage performance metrics (CSAT, NPS, SLA).
• Strong communication and conflict-resolution skills.

Responsibilities

• Direct, manage, and supervise team performance to ensure high customer experience.
• Own team results across CSAT, Quality, NPS and related metrics.
• Monitor SLAs, track attendance and productivity, and drive coaching plans.
• Lead pre-shift briefings and communication with Clients and Operations.
• Collaborate with Quality and Training to improve processes and performance.

Skills

Team leadership

People management

Customer service

Operations coordination

Job description

Job Title: Operations Supervisor/Team Lead

• $56,000 annually (Day/Evening shift)
• $58,000 annually (Overnight shift)

Location

• Candidates are advised to be within travel distance from our office at Yonge- Eglinton Midtown Toronto
• Fully onsite (5 days a week)

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.

Responsibilities:

About the Job

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.

Customer

• 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.

Operational Excellence

• Monitors adherence to Service Level Agreements (SLAs) as defined by the Client / Process, including TAT, Quality, Productivity, and Attendance.
• 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 advisors requiring coaching and development to achieve desired performance levels.
• Tracks attrition and conducts quarterly audits for leave cards and other required documentation.
• Identifies process 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 as required.
• Ensures efficient and accurate leave 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 and timely manner.
• Guides and supports team members toward achieving individual and team objectives.
• 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.
• Assists new and existing team members by preparing development plans and tracking progress against them.
• Ensures team adherence to discipline standards and TP policies.
• Takes responsibility for implementing feedback and cascading opportunities identified through skip-level meetings to relevant departments.
• Delivers Customer Service
• Solves Problems
• Communicates Effectively
• Supports Colleague Development
• 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.
• 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 to participate in the selection process, we are committed to accommodate you to best meet your needs.

BEST Skills

Process Excellence

Communication

Open-Mindedness

Critical Thinking

Solution Orientation

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.