Drive customer operations excellence at TP through performance metrics, Service Level Agreements, and continuous process improvement. Work near Yonge-Eglinton Midtown Toronto.
This Operations Manager leads end-to-end performance for an assigned customer operations team. You will develop tactical and strategic plans, identify process gaps, and collaborate with Quality and Training on corrective actions. The position also includes client-facing forums, escalation resolution, manpower planning, incentive structures, and adherence to operational targets. Success requires business acumen, data literacy, communication, and solution orientation.
Key Responsibilities: Track attrition, Early Warning System data, and quarterly audits
Partner on manpower planning with Workforce Management and Recruitment
Resolve internal and external process escalations
Represent operations during client WBRs and MBRs
Design incentives with Director and Senior Director partners
Requirements: Demonstrated performance metrics analysis experience
Ability to drive process improvements
Solid client engagement and stakeholder management capabilities
Excellent written, verbal, and presentation communication
Process Excellence, Critical Thinking, and AI Proficiency
Use data literacy, process excellence, and stakeholder communication to strengthen service delivery and customer operations performance at TP.