Superviseur BPO sur site
About The Position
Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together
Requirements
- Excellent bilingual communication skills (French and English, written and spoken).
- Strong leadership and people management skills.
- High attention to detail and accuracy.
- Excellent time management and multitasking abilities.
- Strong analytical and problem-solving skills.
- Ability to work in a fast-paced, deadline-driven environment.
- Adaptability and ability to manage changing priorities.
- Strong customer service orientation.
- Ability to maintain confidentiality and professionalism.
- 3-5+ years of experience in Business Process Outsourcing (BPO), contact centers, or operations management.
- Experience in managing customer service teams and operational processes.
- Experience with customer payments, bank deposits, and financial tracking.
- Knowledge of Quebec's HR and CNESST regulations.
- High school diploma required; post-secondary education preferred.
Nice To Haves
- Genesys Contact Center Platform (preferred)
- Workforce Management (WFM) tools
- Microsoft Office Suite (Excel, PowerPoint, Outlook, SharePoint)
- CRM Systems (Salesforce or similar)
- Parking enforcement systems or municipal systems (asset)
Responsibilities
- Supervise the daily operations of parking enforcement, ensuring accuracy and compliance.
- Manage the citation processing cycle, including printing, mailing, tracking, and document management.
- Oversee the processing of customer payments, including checks and money orders.
- Prepare and reconcile bank deposits accurately and securely.
- Utilize and manage postage meters and mailing systems.
- Track, analyze, and report on Key Performance Indicators (KPIs) and operational metrics.
- Ensure quality control and adherence to internal and client standards.
- Train, onboard, and mentor new employees.
- Set up and operationalize new parking enforcement sites.
- Lead continuous improvement initiatives to optimize operational efficiency.
- Support management with multiple BPO contact center programs.
- Track staffing needs and agent performance.
- Assist with the development and management of Workforce Management (WFM) schedules.
- Monitor and report on KPIs and Service Level Agreements (SLAs).
- Prepare monthly governance reports and presentations (PowerPoint).
- Contribute to ensuring service delivery meets client expectations.
- Oversee office operations, including cleanliness, organization, and security.
- Manage vendor relationships and services.
- Manage inventory and supplies.
- Manage the IT asset lifecycle, including: laptop provisioning and tracking, shipping and receiving of hardware for all Canadian employees.
- Support payroll coordination and validation.
- Assist with client billing processes.
- Maintain accurate operational and financial documentation.
- Support compliance, reporting, and audit requirements.
- Provide direct supervision, coaching, and performance management.
- Foster a positive and high-performing work environment within the team.
- Ensure compliance with Quebec labor laws, HR policies, and CNESST requirements.
- Manage employee relations and performance improvement initiatives.
- Assist with IT equipment management and logistics as needed.
- Support special projects assigned by management.
- Perform other duties as required.
Benefits
- Computer equipment provided.
- No sales or cold calling.
- 37.5 hours per week, Monday to Friday.
- Dynamic work environment and great team.
- Paid training.
- Fast onboarding.
- Two paid sick days (after 3 months of service).
- Two weeks of vacation.
- RRSP plan (accessible after 6 months of employment).
- Paid holidays.
- Group insurance (available after 3 months).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
