Supervisor, BPO Services
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
- 3–5+ years of experience in BPO, contact center, or operations leadership
- Experience managing customer service teams and operational processes
- Experience with customer payments, bank deposits, and financial tracking
- Familiarity with Quebec HR regulations and CNESST
- High school diploma required
- Strong bilingual communication skills (French & English, written and verbal)
- 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
- Fluency in French and English (spoken and written) is mandatory.
Nice To Haves
- post-secondary education preferred
- Genesys Contact Center platform (preferred)
- Parking enforcement or municipal systems (asset)
Responsibilities
- Oversee day-to-day parking enforcement operations, ensuring accuracy and compliance
- Manage violation processing lifecycle, including printing, mailing, tracking, and document management
- Oversee customer payment processing, including checks and money orders
- Prepare and reconcile bank deposits accurately and securely
- Operate and manage postage machines and mailing systems
- Track, analyze, and report on KPIs and operational metrics
- Ensure quality control and adherence to internal and client standards
- Train, onboard, and coach new employees
- Establish and operationalize new parking enforcement account locations
- Drive continuous improvement initiatives for operational efficiency
- Support leadership across multiple BPO contact center programs
- Monitor staffing requirements and agent performance
- Assist with developing and managing Workforce Management (WFM) schedules
- Track and report on KPIs and SLAs
- Prepare monthly governance reports and presentations (PowerPoint)
- Assist in ensuring service delivery aligns with client expectations
- Oversee office operations, including cleanliness, organization, and security
- Manage vendor relationships and services
- Maintain inventory and supply management
- Manage IT asset lifecycle, including: Laptop provisioning and tracking, Shipping and receiving equipment for all Canadian employees
- Support payroll coordination and validation
- Assist with customer billing processes
- Maintain accurate operational and financial documentation
- Support compliance, reporting, and auditing requirements
- Provide direct supervision, coaching, and performance management
- Foster a positive and high-performing team environment
- Ensure adherence to Quebec labor laws, HR policies, and CNESST requirements
- Manage employee relations and performance improvement initiatives
- Assist with hardware asset management and logistics as needed
- Support special projects as assigned by leadership
- Perform other duties as assigned
Benefits
- Computer equipment provided.
- No sales or solicitation.
- 37.5 hours per week, Monday to Friday.
- Dynamic work environment and great team.
- Paid training.
- Quick onboarding.
- Two paid sick days (after 3 months of employment).
- Two weeks of vacation.
- RRSP program (available 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
Manager
Education Level
High school or GED
