Operations Manager (Contact Centre)

Teleperformance•Toronto, ON

2d•Onsite

About The Position

The Operations Manager is accountable for the 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

Strong business acumen with a solid understanding of customer operations and service delivery models.
Excellent verbal and written communication skills with strong presentation capabilities.
Proven stakeholder management and client engagement experience.
Demonstrated ability to analyze performance metrics and drive process improvements.
Strong coaching and people development skills.
Delivers Customer Service Excellence
Supports Innovation & Continuous Improvement
Builds Collaborative Relationships
Coaches & Develops Others
BEST Skills
Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy

Responsibilities

Takes full ownership of the aligned team’s performance and client satisfaction.
Develops strategic and tactical plans to proactively address client needs, emerging trends, and industry best practices.
Builds deep understanding of client processes and identifies opportunities for value addition.
Represents operations in client-facing forums including WBRs and MBRs.
Monitors and ensures adherence to Service Level Agreements (SLAs).
Tracks attrition, maintains Early Warning System (EWS) trackers, and conducts quarterly audits.
Partners with Workforce Management, Recruitment, and Clients on manpower planning.
Analyzes performance metrics, identifies process gaps, and collaborates with Quality and Training teams to implement corrective actions.
Acts as a subject matter expert for the process and leads resolution of internal and external escalations.
Partners with Director / Senior Director to design and implement effective incentive structures to drive performance.
Coaches and develops Team Managers, Team Leaders, Coaches, and Agents to drive performance and career growth.
Manages performance issues and partners with HR on separation cases and timely backfills.
Handles escalations related to people management, training guidelines, compliance, and complaints.
Conducts regular skip-level meetings and ensures feedback is actioned and cascaded to relevant departments.
Identifies high-potential talent and drives succession planning across all levels.
Owns performance management, compensation inputs, and rewards & recognition initiatives.
Manages operational costs while ensuring revenue targets are achieved.
Ensures optimal occupancy and utilization levels.
Oversees team budgets, engagement funds, and timely submission of billing information.
Maintains required headcount levels and buffer percentages for the process.

Benefits

Comprehensive health benefits, which may include medical, vision, and dental.
Employment Assistance Programs
Health and personal time off (HPT)
Leave programs
Competitive 401(K) plans
Life insurance
Supplemental medical coverage
Critical care insurance
Pet insurance
FSA plans
Retailer discounts
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
2 weeks 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.