Lead customer operations performance for TP near Yonge-Eglinton Midtown Toronto, using client engagement and process improvement expertise. Own delivery, people, and financial outcomes.

As Operations Manager, you will oversee an assigned customer operations team and ensure service levels, client satisfaction, and sustainable growth. The work combines stakeholder management, performance metrics analysis, coaching, and operational planning. You will represent operations in client forums while coordinating with Workforce Management, Recruitment, Quality, Training, HR, and clients.

Key Responsibilities:

- Own team performance and client satisfaction outcomes
- Monitor Service Level Agreement adherence and operational metrics
- Analyze process gaps and implement corrective actions




- Coach managers, leaders, coaches, and agents
- Manage operational costs, budgets, headcount, and billing

Requirements:

- Robust business acumen in customer operations
- Understanding of service delivery models
- Excellent verbal, written, and presentation skills
- Proven stakeholder management and client engagement experience
- Coaching, people development, and process improvement ability

Bring client delivery, operational excellence, coaching, and financial management skills to TP’s customer operations team.

📌 Contact Centre Operations Manager (Toronto)
🏢 Teleperformance
📍 Toronto