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. 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.

Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Call Center Manager

Toronto, ON (100% On-site) TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.We also provide services in 300 languages and dialects. Versatile - We believe in results Overall management of the staff, premises, operations and their relationship with the clients as appropriate for his or her operating units and site(s), ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business.

Manages and is responsible for day-to-day activities of one or more unit of operations. Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations. Develop annual operating budgets and provide fiscal direction of the department.

Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.



Spends time on floor to audit current procedures to monitor and improve efficiency of operations.

Manages and develops a team of ACM’s in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center. Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate. Participates in the development and implementation of unit policies and procedures.

Develops or assists with the development and implementation of policies and procedures consistent with those of the organization. Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately. Ensure understanding of how your role and the role of your subordinates (if applicable) contributes to the key organizational objectives by establishing goals that demonstrate your understanding through performance outcomes that support: High Performance Culture Personal Development Manage the daily/weekly/monthly P&L; Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.

Work Experience ~ Minimum 3 years of management experience in an inbound/outbound contact center Bachelor’s degree or equivalent experience in a contact center or business related field (e.g., management, sales) Performance Management:



Owns responsibility for team performance by setting explicit goals and expectations and exhibits effective problem-solving skills and resilience. Displays strong leadership to positively influence and encourage team to meet key performance indicators. Team Building, Coaching and Development: Creates a knowledge-sharing culture, encouraging open communication, structured feedback and continuous improvement.

Change Management: Recognizing when and why operational change is necessary to improve performance, stay competitive, or adapt to new circumstances. the capacity to anticipate future trends, strategically forecast, and devise innovative solutions that enable an organization to achieve its long-term goals.

Microsoft Office Suite

Customer or function specific programs Visual: Visual acuity to read information from computer screens, forms and other printed materials and information Hearing ability for verbal communication, conversation, responses via telephone, telephone systems, and face-to-face interactions. Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting. Teleperformance welcomes and encourages applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. 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. #

📌 Call Center Manager (Customer Service) (Toronto)
🏢 Tp
📍 Toronto