About Us

Teleperformance 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.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 Teleperformance, 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 matters
• Inclusive - Everyone is Included and everyone wins

Job Overview:

As an Operations Manager, you will play a pivotal role in overseeing and managing a group of Cluster leads or clusters within our organization. Your responsibility is to ensure the efficient and effective operation of these clusters, contributing to the achievement of the company's goals and objectives. Using your sales, leadership and relationship-building skills, you anticipate how decisions are made, persistently explore and uncover the business needs of key clients, and understand how our range of product offerings can grow their business. The Operations Manager serves as the primary business contact for the client and is responsible for business continuity and customer experience. 

We help clients grow their business with sales at scale by optimizing account performance and growing their investment. As an Operations leader, you are responsible for growing and developing the sales teams focused on both outbound and inbound sales of Google Ads products. You will effectively motivate the team to deliver on business quotas while doing what is right for our clients. You will do this by coaching a high-performing team and help them engage with senior internal & external stakeholders. You will be responsible for implementing strategic initiatives to help businesses obtain new heights. You will use your problem solving, business and objection handling skills to get the job done in a fast-paced, high-performing environment.

Benefits & Perks:

• Established career path supported by self assessments, virtual training, guided curriculums that allow for vertical and horizontal growth through our multiple lines of business.
• Robust career path with a full development plan Opportunity to grow in organization.
• Paid 2-3 weeks training, 2 weeks accrued leaves.
• 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:

• Fixed schedule Monday to Friday 9 am to 6 pm. 
• Hybrid set up. 

Location:

• Candidates are advised to be within travel distance from our primary location Yonge & Eglinton & our office located at 75 Eglinton Avenue East, Toronto, ON.

#X001

• BA/BS degree, preferred MBA or equivalent practical experience.
• 5+ years of sales experience in technology, and/or internet, general management experience as well as a track record of growing a market
• 3+ years of experience leading a group of Sales teams, including effective coaching, mentoring and team development.
• Experience devising breakthrough plans to achieve, develop and maintain client relationships and accounts.

• Sales leadership - ability to open up and develop successful and long term business opportunities and relationships, to develop and close deals and to build and run a pipeline both directly and through coaching others.
• Analytical Proficiency - able to derive insights from performance data / dashboards and conduct analysis via Excel/Google Sheets.
• Steady performance in Quality Assurance either as a reviewer or through personal experience
• Strong knowledge of Google Ads, understanding the synergy between different products, how to translate comprehensive marketing strategies into campaigns, and drive successful results.
• Business leadership - strategic and commercial acumen, proven capability to develop and deliver a joined up business strategy that is dynamic and balances short term delivery with longer term sustainable success.
• People leadership - strong interpersonal skills, ability to identify, attract and develop talent, comfortable and effective operating in a matrix environment, able to drive through influence, collaboration and inspiration not just authority. Strong ability to coach and develop teams in a multicultural environment.
• Strong analytical skills to be able to interrogate performance, develop actionable insights and galvanize action to capture opportunities.
• Experience in leading the call center sales team is a plus.

• Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue.
• Ensures that client issues are dealt with an efficient manner, informing the Director of Operations of any concerns that may arise. 
• Communicates the client's goals and represent the client's interests to Top Management
• Reports to the Director of Operations, providing regular input on all account activity as and when required. 
• Ensures that all processes, procedures, and standards are in place. 
• Responsible for operating profit: ensuring the most efficient possible operation including financial forecasting. 
• Coach their direct report and second level towards their professional development through 1x1 and others.
• Build a sales strategy and monitor the execution and effectiveness of it.
• Managing and engaging different stakeholders towards the improvement of client satisfaction.
• Responsible for performance improvement plans and performance appraisal reviews.
• Regularly liaising with existing stakeholders to identify new business opportunities
• Advises on changes, trends, and the activities of competitors. 
• Ensures that all metrics are being analyzed, reported, and improved to drive the success of their accounts (Quality, Efficiency, Performance Management, Training, Service, Sales). 
• Leads Performance Improvement projects to improve performance for prioritized metrics proactively and when required using the relevant and state-of-the-art tools (i.e. Lean Six Sigma, PMP, …etc.).  
• Leads all support functions and team to meet organization in balance with client goals. 
• Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management.