Associate Operations Manager Jobs in Toronto, ON

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Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

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We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.

Utilize advanced support technologies and processes engineered to achieve outstanding results.

We cultivate lasting client relationships and make positive contributions to our local communities.

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Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Job Description

Advertised as : Interpreter Associate Operations Manager

Location: Remote

Reports to: Operations Manager

Contract: Regular, Full-time

Education: High School Diploma

Travel Requirements: No

For existing vacancy: Yes

About Us

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Our Work Culture

At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Autonomous - We encourage and trust your decision-making skills.

• Progressive work environment- If you have skills to prove we have all ladders for you to grow

• Flexible - We believe in results

• Innovative - All ideas matter

• Inclusive - Everyone is Included and everyone wins

About the job

The Operations Manager is accountable for end-to-end performance of the assigned Mandarin/Cantonese customer support operations team. This role owns client delivery, operational excellence, people leadership, and financial outcomes, ensuring service levels are met while driving continuous improvement, employee engagement, and sustainable growth.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

Customer Management

• Takes full ownership of the aligned team's performance and client satisfaction.

• Develops strategic and tactical plans to proactively address client needs, emerging trends, and industry best practices.

• Builds deep understanding of client processes and identifies opportunities for value addition.

• Represents operations in client-facing forums including WBRs and MBRs.
  

Operational Excellence

• Monitors and ensures adherence to Service Level Agreements (SLAs).

• Tracks attrition, maintains Early Warning System (EWS) trackers, and conducts quarterly audits.

• Partners with Workforce Management, Recruitment, and Clients on manpower planning.

• Analyzes performance metrics, identifies process gaps, and collaborates with Quality and Training teams to implement corrective actions.

• Acts as a subject matter expert for the process and leads resolution of internal and external escalations.

• Partners with Director / Senior Director to design and implement effective incentive structures to drive performance.
  

People & Culture

• Coaches and develops Team Managers, Team Leaders, Coaches, and Agents to drive performance and career growth.

• Manages performance issues and partners with HR on separation cases and timely backfills.

• Handles escalations related to people management, training guidelines, compliance, and complaints.

• Conducts regular skip-level meetings and ensures feedback is actioned and cascaded to relevant departments.

• Identifies high-potential talent and drives succession planning across all levels.

• Owns performance management, compensation inputs, and rewards & recognition initiatives.
  

Financial Management

• Manages operational costs while ensuring revenue targets are achieved.

• Ensures optimal occupancy and utilization levels.

• Oversees team budgets, engagement funds, and timely submission of billing information.

• Maintains required headcount levels and buffer percentages for the process.
  

Preferred Skills

• Strong business acumen with a solid understanding of customer operations and service delivery models.

• Excellent verbal and written communication skills with strong presentation capabilities.

• Professional fluency in English is essential; proficiency in Mandarin or Cantonese is preferred.

• 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 Collaborative Relationships

• Coaches & Develops Others

Benefits & Perks

• Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.

• Robust career path with a full development plan and the opportunity to grow in the organization.

• Paid 9 weeks of training( , 2 weeks annual leave.

• Continuous learning through progressive training that is specific to your tenure and skills.

• Competitive salary with incentive programs

• Positive and supportive environment

• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Job Requirements:

• BA/BS degree or equivalent practical experience.

• Completion of internal agent development initiatives like JUMP (preferred) Education and Specific Training.

• 6 months supervisory experience (preferred) for internal or external candidates.

• At least 6 months experience as an agent in TP for internal processes and internal.

• Proficiency in MS Office tools and applications, including Word, PowerPoint, and Excel.

Benefits & Perks

• Continuous learning through progressive training that is specific to your tenure and skills.

• Competitive salary with incentive programs

• Positive and supportive environment

• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Schedule

• The shift is between 8AM- 9PM EST.

Location.

• Remote location
  

Diversity, Equity & Inclusion

TP is home to a global family with various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

Please note that we may use artificial intelligence ("AI") tools to support certain aspects of the recruitment process, such as sourcing candidates, reviewing applications, analyzing resumes, and summarizing interviews. These tools are used to assist our recruitment team in evaluating job-related qualifications and do not replace human judgment or decision-making. Employment decisions are not made solely by automated systems. We take steps designed to help ensure that our use of AI tools is appropriate, fair, and consistent with applicable privacy, human rights, and employment laws.

Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet

your needs.

Be One of Our People:
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer

Job Application Accommodation:
If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.