Complex Case Management Senior Specialist

Become a Complex Case Management Senior Specialist at Teleperformance, a full-time role based in Midtown Toronto. This position focuses on high-value escalations with an emphasis on exceptional customer experiences.

You will play a key role in driving resolutions for complex cases, serving as the main point of contact for multiple parties. Your experience in call centers will aid in transforming ambiguous situations into positive outcomes through negotiation and mediation. You’ll need strong communication skills to simplify complex ideas and offer viable solutions for continuous process improvement.

Key Responsibilities:

• Take ownership of high-value escalations from users

• Negotiate effectively in urgent and complex scenarios

• Serve as a subject matter expert in case handling

• Provide user-friendly explanations of policies

• Support continuous improvement initiatives for user satisfaction

Requirements:

• Minimum of 2 years in customer service or call centers

• Proven ability in managing complex cases

• Advanced active listening and conflict resolution skills

• Good organizational skills in a fast-paced setting

• Flexibility for weekend and holiday shifts

Join Teleperformance and leverage your skills to deliver outstanding customer service.