Call Centre Supervisor

Job Title

Call Centre Supervisor

Toronto, ON

$19.00/hour

Monday‑Friday 11:00‑19:00

• Lead the Echo Health team to meet and exceed performance, quality, and client satisfaction metrics.
• Follow TOPS procedures to manage daily shift operations, ensuring at least 80% of the shift is spent on team management.
• Support, motivate, evaluate, develop, and coach agents to consistently reach individual and team targets.
• Monitor handled contacts, provide timely feedback, coaching, and education to uphold minimum client requirements.
• Maintain required service levels while maximizing team productivity to achieve target operational margins.
• Assist agents with difficult calls and handle escalated irate or upset customer inquiries promptly and professionally.
• Ensure compliance with Teleperformance policies, including Security, HR, and Operations; report any infractions to management immediately.
• Conduct remote management of agents when working from home.

• Minimum 6 months of experience on the Echo Health program.
• Minimum 1 year of call‑centre management/leadership experience (Supervisor or Team Lead) or 3 years in the call‑centre industry.
• High School Diploma or equivalent.
• Proficiency with MS Office.

Alliance One is an equal‑opportunity employer. We accommodate candidates in accordance with the Ontario Human Rights Code for all employment activities, including the recruitment process, and provide appropriate accommodation to persons with disabilities.