Operations Supervisor (Contact Centre)

Teleperformance•Toronto, ON

2d•Onsite

About The Position

This role is responsible for directing, 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.

Requirements

Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy

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.
Demonstrates a strong customer orientation and makes consistent efforts to understand and respond to client needs.
Monitors adherence to Service Level Agreements (SLAs) as defined by the Client / Process, including TAT, Quality, Productivity, and Attendance.
Cascades important updates and information to the team during pre-shift briefings.
Monitors calls and provides timely feedback 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.
Identifies process 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 as required.
Ensures efficient and accurate leave management for the team.
Participates in monthly calibration sessions with Quality, Team Coaches, and Trainers to ensure alignment with quality standards.
Acts as an effective team player and resolves conflicts in a constructive and timely manner.
Guides and supports team members toward achieving individual and team objectives.
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.
Assists new and existing team members by preparing development plans and tracking progress against them.
Ensures team adherence to discipline standards and TP policies.
Takes responsibility for implementing feedback and cascading opportunities identified through skip-level meetings to relevant departments.

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 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.