Change Manager (Project Manager)

Teleperformance • Toronto, ON

1d • Hybrid

About The Position

The Change / Project Manager is accountable for end-to-end performance of the assigned customer operations team. This role owns client delivery, operational excellence, people leadership, and financial outcomes, ensuring service levels are met while driving continuous improvement, employee engagement, and sustainable growth.

Requirements

• Prior experience or strong working knowledge of Change Management principles and methodologies.
• Demonstrated ability to manage complex change initiatives in a fast-paced, client-driven environment.
• Strong analytical, problem-solving, and presentation skills.
• High level of integrity with a professional, positive, and service-oriented mindset.
• Proficiency in Microsoft and Google tools, including Excel and PowerPoint.
• Strong attention to detail and ability to manage multiple priorities.
• Process Understanding
• Effective Communication
• Workforce Management Knowledge
• Strong Email Writing Skills
• Proficiency with MS Office and Google Tools

Responsibilities

• Develops and executes change management plans to support adoption of new processes, systems, and technologies.
• Conducts effectiveness checks and audits to ensure adherence to approved change frameworks and client requirements.
• Ensures compliance with organizational policies, regulatory requirements, and change management standards.
• Leads stakeholder analysis, impact assessments, and communication planning for change initiatives.
• Partners with cross-functional teams to identify change impacts and develop risk mitigation strategies.
• Serves as a trusted advisor to change owners by identifying risks, issues, and opportunities throughout the change lifecycle.
• Creates and delivers clear, engaging communication materials to keep stakeholders informed and aligned.
• Proactively identifies and addresses resistance to change through targeted engagement and conflict resolution.
• Acts as a subject matter expert on change management methodologies and best practices.
• Provides coaching and ongoing support to leaders and employees to build change readiness and resilience.
• Encourages adoption by reinforcing desired behaviors and supporting teams through transitions.
• Monitors and evaluates the effectiveness of change initiatives and adjusts approaches to ensure successful outcomes.
• Promotes a culture of innovation, continuous improvement, and learning across the organization.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree