Operations Team Lead — Onsite with Growth & Impact

Teleperformance; Toronto; On-site; CAD 42,000 - 55,000; Full time

Benefits offered by this job

Training & development program

Competitive salary and benefits

Career growth opportunities

Job summary

Teleperformance in Toronto, Ontario, is seeking a hands-on team leader to direct a customer service team onsite. The role focuses on achieving high CSAT, quality, and NPS scores while managing performance, adherence to SLAs, and staff development in a fast-paced contact center environment.

The position offers extensive training, a clear career path, and competitive benefits. Candidates should be prepared for a fully onsite work arrangement in Toronto with strong emphasis on teamwork and process

Qualifications

• Required Skills include strong communication, collaboration, and problem-solving abilities.
• Emphasizes emotional intelligence, adaptability, and a proactive mindset.
• Experience with AI-related tasks and data literacy is a plus.

Responsibilities

• Directs, manages, and controls team performance to deliver high customer experience.
• Owns CSAT, Quality, NPS and other customer metrics for the aligned team.
• Monitor SLAs, provide feedback, and conduct quality audits to drive improvements.
• Lead, guide, and develop team members; support disciplinary and performance processes as needed.
• Ensure leave management and monthly calibration alignment with quality standards.

Skills

BEST Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy

Job description

Teleperformance in Toronto, Ontario, is seeking a hands-on team leader to direct a customer service team onsite. The role focuses on achieving high CSAT, quality, and NPS scores while managing performance, adherence to SLAs, and staff development in a fast-paced contact center environment.

The position offers extensive training, a clear career path, and competitive benefits. Candidates should be prepared for a fully onsite work arrangement in Toronto with strong emphasis on teamwork and process