Overview
Operations Supervisor Jobs in Toronto, Canada at Teleperformance
Title: Operations Supervisor
Company: Teleperformance
Location: Toronto, Canada
Category:
About the Job
This roleis responsible fordirecting, 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.
Responsibilities
Customer
Directs, manages, and controls the performance of the team while communicating and completing transactions for customers.
Takescomplete 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.
Cascadesimportant updates and information to the team during pre-shift briefings.
Monitors calls and providestimelyfeedback 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.
Identifiesprocess 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 asrequired.
Ensures efficient andaccurateleave 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 andtimelymanner.
Guides and supports team members toward achieving individual and teamobjectives.
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.
Assistsnew and existing team members by preparing development plans and tracking progress against them.
Ensures team adherence to discipline standards and TP policies.
Takesresponsibility for implementing feedback and cascading opportunitiesidentifiedthrough skip-level meetings to relevant departments.
Critical Competencies
Delivers Customer Service
Solves Problems
Communicates Effectively
Supports Colleague Development
Salary
$47,000 annually
Location
Candidates areadvised to bewithin travel distance from our primary locations:
Yonge
– Eglinton Midtown Toronto
Fully onsite (5 days a week)
Benefits & Perks
Established career path supported by self-assessments, virtual training, and guided curriculum thatallowfor vertical and horizontal growth throughour multiplelines 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.