Supervisor, BPO Services

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Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work-together Job Type: Full-time, Permanent Compensation: Starting at $60,000 CAD per year Scheduled Hours: 37.5 hours per week PRIMARY DUTIES: The BPO Onsite Supervisor is responsible for the direct leadership of the Parking Enforcement BPO program and supporting operational leadership across additional BPO Contact Center programs. This role ensures operational excellence, compliance, customer service delivery, and effective team performance. HIERARCHY: The BPO Onsite Team Lead reports directly to the BPO Senior Manager who reports to the Customer Success Director who reports to the Executive Vice President CX Practice who reports to the Executive Vice President of Professional and Field Services division who reports to the Chief Executive Officer . PRIMARY TASKS AND RESPONSIBILITIES: Parking Enforcement BPO Leadership (Primary Focus) Oversee day-to-day parking enforcement operations, ensuring accuracy and compliance Manage violation processing lifecycle, including printing, mailing, tracking, and document management Oversee customer payment processing, including checks and money orders Prepare and reconcile bank deposits accurately and securely Operate and manage postage machines and mailing systems Track, analyze, and report on KPIs and operational metrics Ensure quality control and adherence to internal and client standards Train, onboard, and coach new employees Establish and operationalize new parking enforcement account locations Drive continuous improvement initiatives for operational efficiency BPO Contact Center Support (Secondary Focus) Support leadership across multiple BPO contact center programs Monitor staffing requirements and agent performance Assist with developing and managing Workforce Management (WFM) schedules Track and report on KPIs and SLAs Prepare monthly governance reports and presentations (PowerPoint) Assist in ensuring service delivery aligns with client expectations Office & Operational Management Oversee office operations, including cleanliness, organization, and security Manage vendor relationships and services Maintain inventory and supply management Manage IT asset lifecycle, including: Laptop provisioning and tracking Shipping and receiving equipment for all Canadian employees Administrative & Financial Responsibilities Support payroll coordination and validation Assist with customer billing processes Maintain accurate operational and financial documentation Support compliance, reporting, and auditing requirements People Leadership Provide direct supervision, coaching, and performance management Foster a positive and high-performing team environment Ensure adherence to Quebec labor laws, HR policies, and CNESST requirements Manage employee relations and performance improvement initiatives Additional Responsibilities Assist with hardware asset management and logistics as needed Support special projects as assigned by leadership Perform other duties as assigned COMPETENCIES: - Strong bilingual communication skills (French & English, written and verbal) - Strong leadership and people management skills - High attention to detail and accuracy - Excellent time management and multitasking abilities - Strong analytical and problem-solving skills - Ability to work in a fast-paced, deadline-driven environment - Adaptability and ability to manage changing priorities - Strong customer service orientation - Ability to maintain confidentiality and professionalism REQUIRED EDUCATION & EXPERIENCE: - 3-5+ years of experience in BPO, contact center, or operations leadership - Experience managing customer service teams and operational processes - Experience with customer payments, bank deposits, and financial tracking - Familiarity with Quebec HR regulations and CNESST - High school diploma required; post-secondary education preferred TECHNICAL REQUIREMENTS: - Genesys Contact Center platform (preferred) - Workforce Management (WFM) tools - Microsoft Office Suite (Excel, PowerPoint, Outlook, SharePoint) - CRM systems (Salesforce or simi

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