Lead contact center operations at Teleperformance, applying financial management and KPI oversight to support daily service performance and quality targets.

As a Customer Service Assistant Manager, you will manage operational units, staff, premises, and client relationships. The work includes strategic planning, budgeting, reporting, and process improvement. You will oversee call center components while monitoring CSAT, ESAT, KSAT, SOW compliance, and assigned KPIs.

Key Responsibilities:

- Manage daily activities across one or more operational units
- Develop annual budgets and provide departmental fiscal direction
- Oversee call center operations, SOW compliance, and KPI goals
- Review financial and operational reports across reporting periods




- Develop ACM teams through organizational management processes

Requirements:

- Minimum three years managing inbound or outbound contact centers
- Bachelor's degree or equivalent contact center experience
- Business-related education in management or sales is applicable
- Decisiveness when making difficult, timely management decisions
- Understanding of organizational objectives and performance outcomes

Bring contact center leadership, budget oversight, operational reporting, and KPI management to Teleperformance's customer service organization.

📌 Customer Service Assistant Manager (Toronto)
🏢 Canada
📍 Toronto