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Job Role and Profile:OperationsSupervisor

Advertised as: Digital Business SupportSupervisor

Location: Onsite TPCA Waterloo

Reports to:Assistant Operations Manager / 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, the development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. We also provide services in 300 languages and dialects.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At TP, weremaintrue 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

TheSupervisorplays a pivotal role in developing and managing a team of agents, driving the achievement and surpassing performance goals in productivity, quality, end-user satisfaction, and client satisfaction. This position requires a blend of leadership, coaching, and operational oversight to ensure that all teamobjectivesare consistently met.

This positionis responsible forcustomer service and through various transaction types (inbound and chat) This positionis responsible forsupporting frontline (customer facing) coworkers by handling consult calls, escalations, teamsupervisionand other related duties.

Compensation:Annual Base Salary of$48, 828

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

• Oversee and supervise a team of agents.

• Attend required trainingsessionfornew informationand training updates.

• Acquireand transfer to the team the knowledge of all tools and associated workflow processes

• Assistin developing and streamlining procedures

• Coach, motivate, reward, counsel andassistwith disciplinary actions as necessary

• Provide quality service to both internal and external customers - on and off-line.

• Assistagents with customer interaction on situations requiring special handling - take customer calls.

• Ensure open flow of communication between agents,supervisorsand management.

• Ensure uniform understanding and adherence to policies,proceduresand company programs.

• Supervise andmonitoragent attendance,performanceand productivity

• Prepare and ensure accuracy of reports.

• Ensure agents are continuously kept abreast of operational changes.

• Conduct employee briefings and meetings.

• Assure service level standards are met.

• Monitor system performance and initiate actions to correct system problems.

• Conduct agent observation and provide feedback.

• Assistin the development and tracking of employee incentive programs.

• Ensure completion of departmental duties/task in the absence of subordinates/co-workers.

• Understand and adhere to policies, guidelines, and procedurespertaining toethics and compliance, and to the protection of information assets, integrity of customer transactions, and ethical use of access privileges and resources

• Fullycomply withall provisions of the Company Code of Conduct, Acceptable Use Policy, and Confidentiality Agreement

• Protect company assets, systems, proprietary, and confidential information per Teleperformance policies

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents, and breaches in confidentiality, integrity, or availability of information assets

• Process personal, client, and employer business datain accordance withcustomer contracts, company guidelines, and all applicable regulations

• Perform other duties as assigned.

Job Requirements:

• High school diploma.

• Undergoing bachelor's degree (preferred).

• Completion of internal Agent development initiative like JUMP (preferred).

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

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

• Management experience in customer service (or sales or online retail where relevant) desirable

• A proactive thinker with the ability toanticipateandidentifycustomer needs and decisively solve problems

• Detail-oriented with exceptional written and verbal communication skills

• Ability to redirect and coach for improvement, and gauge user ability andmodifydelivery accordingly

• Demonstrated professional customer service skills: solutions mindset, helping nature, passion for customer service

• Demonstrates behaviors that support high quality standards

• Recognizes trends and escalates information as appropriate

• Strong problem-solving skills; linear and troubleshooting

• Proficiencyin Microsoft Office Suite, particularly Excel

• Demonstrated ability to manage multiple tasks effectively

• Strong capability to prioritize tasks and manage time efficiently

• Understanding the importance of deadlines and responding promptly to needs

• Proventrack recordof success in motivating sales/service professionals and exceeding performance metric

Required Skills:

• Process Excellence

• Collaboration

• Communication

• Emotional Intelligence

• Open-Mindedness

• Critical Thinking

• Solution Orientation

• Entrepreneurship

• AI Proficiency

• Data Literacy

• Strong ability to understand Technology and new Technology Concepts

• Knowledge or practical experience with basic computer networking/building/programming (Can be hobby/personal time based)

• Experience with VW/Audi or relevant technical product knowledge

• Possess a high-level understanding of vehicle electronics.

• Have a passion to understand how "things" work.

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 Monday - Saturday, 8AM- 8PM EST

Location

• TPCA Waterloo

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 toparticipatein the selection process we are committed to accommodating you to best meet

your needs.