Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including in office and work-at-home programs, ensure flexibility and broad reach. We emphasize the importance of our employees, fostering enduring relationships within our teams and communities.

Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities. This roleis responsible fordirecting, 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.

Customer

Directs, manages, and controls the performance of the team while communicating and completing transactions for customers. Takescomplete 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. Cascadesimportant updates and information to the team during pre-shift briefings. Conducts weekly quality audits and develops action plans for advisors requiring coaching and development to achieve desired performance levels.

Identifiesprocess 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 asrequired.

Ensures efficient andaccurateleave management for the team. Participates in monthly calibration sessions with Quality, Team Coaches, and Trainers to ensure alignment with quality standards. Ensures team adherence to discipline standards and TP policies.

Delivers Customer Service

Candidates areadvised to bewithin travel distance from our primary locations: Established career path supported by self-assessments, virtual training, and guided curriculum thatallowfor vertical and horizontal growth throughour multiplelines of business. 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 Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs. Teleperformance welcomes and encourages applications from people with Disabilities. 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 creating a culture of inclusion and diversity, where everyone feels welcome and valued. If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance. #

📌 Operations Coordinator (Immediate Hire) (Toronto)
🏢 Teleperformance Spain
📍 Toronto