Operations Team Lead - Customer Experience Champion

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

Benefits offered by this job

Health benefits

Mental health resources

Employee assistance programs

401(k) plans

Job summary

TP is hiring an Operations Supervisor/Team Lead in Toronto to direct and manage a customer service team and own performance across CSAT, quality, and KPIs. The role is fully onsite five days a week, with a focus on delivering high-quality service and operational excellence.

You will oversee team performance, coaching, and process improvements while ensuring adherence to SLAs and client requirements in a fast-paced environment.

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.
• Monitors adherence to SLAs, conducts pre-shift briefings, and provides timely feedback to clients and operations.

Skills

Process Excellence

Communication

Open-Mindedness

Critical Thinking

Solution Orientation

Data Literacy

Job description

TP is hiring an Operations Supervisor/Team Lead in Toronto to direct and manage a customer service team and own performance across CSAT, quality, and KPIs. The role is fully onsite five days a week, with a focus on delivering high-quality service and operational excellence.

You will oversee team performance, coaching, and process improvements while ensuring adherence to SLAs and client requirements in a fast-paced environment.