Job Description
Lead customer experience initiatives at Teleperformance as an Operations Manager in Yonge-Eglinton Midtown, Toronto. Drive team performance, client satisfaction, and operational excellence through strategic planning and coaching.
In this role, you'll oversee customer management and operational excellence while fostering a thriving culture. You'll be responsible for monitoring SLAs, ensuring adherence to metrics, and coaching Team Managers and Agents. Developing strong relationships with clients is key, as is ensuring robust financial management and cost control.
Key Responsibilities:
• Own team performance and client satisfaction metrics
• Monitor and ensure adherence to Service Level Agreements
• Coach and develop Team Managers, Leaders, and Coaches
• Control operational costs while achieving revenue goals
• Conduct audits and collaborate on corrective actions
Requirements:
• Strong understanding of customer operations and service models
• Excellent verba...
In this role, you'll oversee customer management and operational excellence while fostering a thriving culture. You'll be responsible for monitoring SLAs, ensuring adherence to metrics, and coaching Team Managers and Agents. Developing strong relationships with clients is key, as is ensuring robust financial management and cost control.
Key Responsibilities:
• Own team performance and client satisfaction metrics
• Monitor and ensure adherence to Service Level Agreements
• Coach and develop Team Managers, Leaders, and Coaches
• Control operational costs while achieving revenue goals
• Conduct audits and collaborate on corrective actions
Requirements:
• Strong understanding of customer operations and service models
• Excellent verba...