Operations Manager Toronto (Canada)

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Responsibilities Customer Management: Own the team’s performance and client satisfaction; develop strategic and tactical plans to address client needs; represent operations in client-facing forums such as WBRs and MBRs. Operational Excellence: Monitor and ensure adherence to Service Level Agreements (SLAs); track attrition and early warning system (EWS) metrics; conduct quarterly audits; identify process gaps and collaborate with Quality and Training teams on corrective actions. People & Culture: Coach and develop Team Managers, Leaders, Coaches, and Agents; manage performance issues and HR separation cases; conduct skip‑level meetings; drive succession planning and recognition initiatives. Financial Management: Control operational costs while achieving revenue targets; oversee team budgets, engagement funds, and billing information; maintain required headcount levels and buffer percentages. Preferred Skills & Qualifications Strong business acumen and understanding of customer operations and service delivery models. Excellent verbal and written communication skills with strong presentation capabilities. Proven stakeholder management and client engagement experience. Demonstrated ability to analyze performance metrics and drive process improvements. Strong coaching and people development skills. Critical Competencies Delivers Customer Service Excellence Supports Innovation & Continuous Improvement Builds Team-oriented Relationships Coaches & Develops Others Perks & Perks Established career path supported by self‑assessments, virtual training, and guided curriculum. Robust development plan with opportunities for vertical and horizontal growth. Paid 9 weeks of training and 2 weeks of annual leave. Competitive salary with incentive programs. Medical and Dental benefits, Employee Family Assistance Programs, and Rewards & Recognition programs. Location & Compensation Salary: $52,000 annually. Location: Yonge‑Eglinton Midtown, Toronto (travel within residence is preferred). Equal Prospect Employer Teleperformance welcomes and encourages applications from people with Disabilities. We are committed to accommodating applicants to best meet their needs. Teleperformance is an Equal Opportunity Employer. Apply on Kit Job: kitjob.ca/job/2q1wlu