Lead customer experience operations at Teleperformance in fully onsite Midtown Toronto, directing team performance across CSAT, quality, NPS, and service levels.

This Operations Supervisor owns aligned team results while delivering high customer experience standards. The position monitors SLAs, communicates updates, audits quality, and supports advisor development. It also coordinates with Client, Quality, and Training teams to address process gaps and improvement areas.

Key Responsibilities:

- Direct, manage, and control team performance
- Monitor SLAs, TAT, quality, productivity, and attendance
- Conduct weekly quality audits and create action plans
- Provide performance updates, risks, and improvement areas
- Ensure efficient and accurate leave management

Requirements:

- Solid customer orientation and client needs awareness
- Ability to solve problems and communicate effectively
- Capability to support colleague development
- Ability to resolve conflicts constructively
- Adaptability under pressure and changing demands

Bring customer focus, operational oversight, quality monitoring, and team development to Teleperformance’s Midtown Toronto operations.

📌 Customer Experience Operations Supervisor (Toronto)
🏢 Tp
📍 Toronto