Digital Business Customer Support Supervisor

Join Teleperformance – Where Excellence Meets Opportunity!

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.

Why Choose Teleperformance?

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.

Become Part of an Exceptional Team!

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

Job Role and Profile: Operations Supervisor

Advertised as: Digital Business Support Supervisor

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, 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 Supervisor plays 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 team objectives are consistently met.

This position is responsible for customer service and through various transaction types (inbound and chat) This position is responsible for supporting frontline (customer facing) coworkers by handling consult calls, escalations, team supervision and 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 training session for new information and training updates.

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

Assist in developing and streamlining procedures

Coach, motivate, reward, counsel and assist with disciplinary actions as necessary

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

Assist agents with customer interaction on situations requiring special handling – take customer calls.

Ensure open flow of communication between agents, supervisors and management.

Ensure uniform understanding and adherence to policies, procedures and company programs.

Supervise and monitor agent attendance, performance and 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.

Assist in 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 procedures pertaining to ethics and compliance, and to the protection of information assets, integrity of customer transactions, and ethical use of access privileges and resources

Fully comply with all 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 data in accordance with customer 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 to anticipate and identify customer 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 and modify delivery 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

Proficiency in 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

Proven track record of 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 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.