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
- Robust 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.

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📌 Customer Operations Performance Manager (Toronto)
🏢 Teleperformance
📍 Toronto