Digital Business Customer Support Supervisor

Position Summary

Operations Supervisor (Digital Business Support Supervisor)

Location: Onsite TPCA Waterloo

Reports to: Assistant Operations Manager / Operations Manager

Contract Type: Regular, Full-time

Education: High School Diploma (Bachelor’s degree preferred)

Travel Requirements: None

Key Responsibilities

• Develop and manage a team of agents, driving achievement and surpassing performance goals in productivity, quality, end‑user satisfaction, and client satisfaction.
• Oversee and supervise a team of agents.
• Attend required training sessions for new information and updates.
• Acquire and transfer knowledge of all tools and associated workflow processes to the team.
• Assist in developing and streamlining procedures.
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary.
• Provide quality service to 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.
• Undergraduate bachelor's degree (preferred).
• Completion of internal Agent development initiative like JUMP (preferred).
• 6 months 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 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

Monday – Saturday, 8AM – 8PM EST

Location

TPCA Waterloo

Accommodations & Equal Opportunity

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. Teleperformance is an Equal Opportunity Employer. We are committed to providing a workplace that is inclusive and diverse, where everyone feels welcome and valued.

#J-18808-Ljbffr