Operations Supervisor & Team Lead - Drive CX Excellence

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

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.