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...