At a Glance
- Tasks: Lead a dynamic team to enhance customer operations and drive performance.
- Company: Join TP, a leader in customer engagement near Yonge-Eglinton.
- Benefits: Competitive salary, growth opportunities, and a supportive work environment.
- Other info: Collaborative culture with opportunities for coaching and development.
- Why this job: Make a real impact on client satisfaction and operational excellence.
- Qualifications: Strong business acumen and proven experience in customer operations.
The predicted salary is between 59400 - 72600 $ per year.
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
- Strong 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 in Toronto employer: Teleperformance
Scotiabank is an exceptional employer that prioritizes diversity, equity, and inclusion, fostering a culture where every employee can thrive. With a commitment to professional growth through upskilling opportunities and a competitive rewards program, employees enjoy a supportive environment that values their unique contributions. The dynamic workspace, combined with community engagement initiatives, makes Scotiabank a rewarding place to build a meaningful career in the financial services sector.
