Join Teleperformance – Where Excellence Meets Opportunity!
Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.
Why Choose Teleperformance?
We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.
Utilize advanced support technologies and processes engineered to achieve outstanding results.
We cultivate lasting client relationships and make positive contributions to our local communities.
Become Part of an Exceptional Team!
Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.
Job Description
Job Role & Profile: B2B Sales Manager
Advertised as : Operations Manager - Google Ads
Location: Toronto Office (Eglinton East or The Well, DT Toronto)- Hybrid
Reports to: B2B Sales Manager
Contract: Regular, Full-time
Education: College Diploma / Degree
Travel Requirements: No
For existing vacancy: Yes
About Us
TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.We also provide services in 300 languages and dialects.
Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.
Our Work Culture
At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.
Autonomous - We encourage and trust your decision-making skills.
Progressive work environment- If you have skills to prove we have all ladders for you to grow
Flexible - We believe in results
Innovative - All ideas matter
Inclusive - Everyone is Included and everyone wins
Job Overview:
In the capacity of Operations Manager, you are tasked with the vital oversight of various cluster leads and organizational segments. You will be instrumental in driving operational efficiency across these units to ensure alignment with our corporate mission and targets. Leveraging your expertise in sales and stakeholder management, you will navigate complex decision-making processes, identifying the core requirements of key accounts and demonstrating how our product suite facilitates their commercial expansion. This role functions as the lead representative for our partners, prioritizing service excellence and the stability of business relations.
Our mission involves scaling client growth by maximizing account impact and investment value. As a leader within Operations, you are accountable for the cultivation of sales personnel dedicated to both incoming and outgoing Google Ads initiatives. You must inspire your teams to exceed performance benchmarks while maintaining an unwavering commitment to client integrity. This is achieved through dedicated mentorship of high-achieving staff and facilitating interactions with executive leadership. You will champion strategic programs aimed at reaching new milestones, utilizing your aptitude for troubleshooting and negotiation to thrive in our high-velocity, performance-driven culture.
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)
Oversee all client-facing dialogue, mediation of disputes, and rigorous adherence to service level agreements and revenue targets.
Facilitate the swift resolution of partner concerns while providing the Director of Operations with critical updates on emerging issues.
Champion client objectives and advocate for their strategic interests during consultations with executive leadership.
Deliver comprehensive status reports regarding account performance and operational activities to the Director of Operations as required.
Maintain the integrity of organizational workflows by ensuring all established protocols and quality standards are strictly followed.
Drive operational profitability through meticulous resource management and accurate financial forecasting for your business unit.
Foster professional advancement for direct reports and subsequent management tiers through dedicated mentorship and performance coaching.
Architect comprehensive sales methodologies and rigorously evaluate their implementation and market impact.
Cultivate strong relationships with diverse stakeholders to continuously elevate client satisfaction metrics.
Administer performance optimization strategies and conduct thorough evaluations of personnel achievements.
Engage in consistent dialogue with key partners to uncover and capitalize on new commercial expansion opportunities.
Provide expert insights on market shifts, emerging trends, and the competitive landscape to inform business decisions.
Analyze and report on key performance indicators to improve account health across quality, efficiency, and service delivery.
Spearhead optimization initiatives utilizing advanced methodologies such as Lean Six Sigma or PMP to enhance prioritized business metrics.
Direct all support functions and personnel to ensure organizational objectives are met in harmony with client expectations.
Guarantee total alignment with all TP corporate mandates, spanning security and human resources, while proactively reporting any policy deviations.
Job Requirements:
BA/BS degree, preferred MBA or equivalent practical experience.
5+ years of sales experience in technology, digital ads, and/or internet, general management experience as well as a track record of growing a market
3+ years of experience leading a group of Sales teams, including effective coaching, mentoring and team development.
Experience devising breakthrough plans to achieve, develop and maintain client relationships and accounts.
Sales leadership - ability to open up and develop successful and long term business opportunities and relationships, to develop and close deals and to build and run a pipeline both directly and through coaching others.
Analytical Proficiency - able to derive insights from performance data / dashboards and conduct analysis via Excel/Google Sheets.
Steady performance in Quality Assurance either as a reviewer or through personal experience
Strong knowledge of Google Ads, understanding the synergy between different products, how to translate comprehensive marketing strategies into campaigns, and drive successful results.
Business leadership - strategic and commercial acumen, proven capability to develop and deliver a joined up business strategy that is dynamic and balances short term delivery with longer term sustainable success.
People leadership - strong interpersonal skills, ability to identify, attract and develop talent, comfortable and effective operating in a matrix environment, able to drive through influence, collaboration and inspiration not just authority. Strong ability to coach and develop teams in a multicultural environment.
Strong analytical skills to be able to interrogate performance, develop actionable insights and galvanize action to capture opportunities.
Experience in leading the call center sales team is a plus.
Mandatory
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Tenure : Should be more than 1 year with TP as a CL in Google Program
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Compliance : No non compliant instance or warning emails/callouts in the last 1 year
Performance Rating Consistency: Must have achieved a "Meets/Exceeds" performance rating in the most recent appraisal cycle.
Stakeholder Endorsement: A formal endorsement or recommendation from their current immediate supervisor or a cross-functional peer confirming readiness for a higher-level management role.
Project Leadership: Must have led at least one major site-wide, program-wide, or cross-functional initiative that resulted in measurable process improvement or operational efficiency.
Preferred
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Performance Consistency : Exceeded targets atleast 2 out of last 3 quarters
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Mentorship & Development: Documented evidence of successfully mentoring or coaching a team member who subsequently moved into a leadership position or achieved significant career progression.
Operational Depth: Demonstrated ability to manage complex escalations or crisis situations independently, with a summary of the outcome provided in the application.
Strategic Thinking: Submission of a brief (1-2 page) "Vision Statement" outlining how they would approach the Operations Manager role in the first 90 days to drive value for their specific program.
Cross-Functional Fluency: Evidence of working effectively with partner teams (e.g., Quality, Training, or BA) to resolve systemic blockers rather than just localized issues.
The eligible individual must include their most updated resume with the application
Benefits & Perks:
Established career path supported by self assessments, virtual training, guided curriculums that allow for vertical and horizontal growth through our multiple lines of business.
Robust career path with a full development plan Opportunity to grow in organization.
Paid 2-3 weeks training, 2 weeks accrued leaves.
Continuous learning through progressive training that is 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:
Location:
Diversity, Equity & Inclusion
TP is home to a global family with various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.
Please note that we may use artificial intelligence (“AI”) tools to support certain aspects of the recruitment process, such as sourcing candidates, reviewing applications, analyzing resumes, and summarizing interviews. These tools are used to assist our recruitment team in evaluating job-related qualifications and do not replace human judgment or decision-making. Employment decisions are not made solely by automated systems. We take steps designed to help ensure that our use of AI tools is appropriate, fair, and consistent with applicable privacy, human rights, and employment laws.
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. Should you be
invited to participate in the selection process we are committed to accommodating you to best meet
your needs.
Be One of Our People:
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer
Job Application Accommodation:
If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.
