Join Teleperformance – Where Excellence Meets Opportunity!
Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.
Why Choose Teleperformance?
We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.
Utilize advanced support technologies and processes engineered to achieve outstanding results.
We cultivate lasting client relationships and make positive contributions to our local communities.
Become Part of an Exceptional Team!
Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.
About the Job
The Operations Manager is accountable for end-to-end performance of the assigned customer operations team. This role owns client delivery, operational excellence,peopleleadership, and financial outcomes, ensuring service levels are met while driving continuous improvement, employee engagement, and sustainable growth.
Responsibilities
Customer Management
Takesfull 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.
Buildsdeepunderstanding of client processes andidentifiesopportunities for value addition.
Representsoperations in client-facing forums including WBRs and MBRs.
Operational Excellence
Monitors and ensures adherence to Service Level Agreements (SLAs).
Tracks attrition,maintainsEarly Warning System (EWS) trackers, and conducts quarterly audits.
Partners with Workforce Management, Recruitment, and Clients onmanpowerplanning.
Analyzes performance metrics,identifiesprocess gaps, and collaborates with Quality and Training teams to implement corrective actions.
Acts as a subject matter expert for the process andleadsresolution of internal and external escalations.
Partners with Director / Senior Director to design and implement effective incentive structures to drive performance.
People & Culture
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 andtimelybackfills.
Handlesescalations related to people management, training guidelines, compliance, and complaints.
Conducts regular skip-level meetings and ensures feedback is actioned and cascaded to relevant departments.
Identifieshigh-potential talent and drives succession planning across all levels.
Owns performance management, compensation inputs, and rewards & recognition initiatives.
Financial Management
Manages operational costs while ensuring revenue targets are achieved.
Ensuresoptimaloccupancy andutilizationlevels.
Oversees team budgets, engagement funds, andtimelysubmission of billing information.
Maintains required headcount levels and buffer percentages for the process.
Preferred Skills
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 andpeopledevelopment skills.
Critical Competencies
Delivers Customer Service Excellence
Supports Innovation & Continuous Improvement
Builds Collaborative Relationships
Coaches & Develops Others
Benefits & Perks
Established career path supported by self-assessments, virtual training, and guided curriculum thatallowfor vertical and horizontal growth throughour multiplelines of business.
Robust career path with a full development plan and the opportunity to grow in the organization.
Paid9weeksoftraining(,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.
Salary
$52,000 annually
Location
Candidates areadvised to bewithin travel distance from our primary locations: Yonge- Eglinton Midtown Toronto
Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited toparticipatein the selection process, we are committed toaccommodatingyou to best meet your needs.
Be One of Our People:
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer
Job Application Accommodation:
If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.
TP is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.
We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
