About the Role
We’re looking for a Senior Associate, BPO Operations to join our dynamic operations team. In this role, you’ll be the key link between our internal teams and external BPO partners, helping ensure every client interaction is smooth, efficient, and high-quality. You’ll drive performance improvements, solve complex operational challenges, and build strong vendor relationships — all while making a real impact on thousands of client experiences.
What You’ll Be Doing
Monitor & Optimize Performance
Track daily vendor performance across multiple business lines and take action when needed.
Turn Data into Action
Analyze KPIs, CSAT, and efficiency metrics to uncover insights and share recommendations with leadership.
Support Quality Assurance
Participate in calibration sessions and service reviews to identify gaps and improve agent performance.
Manage Vendor Relationships
Build strong partnerships with vendor contacts to align on goals and drive continuous improvement.
Facilitate Feedback Loops
Ensure best practices are followed by tracking and supporting corrective actions across teams.
Lead Change Management
Help prepare vendor teams for operational changes with clear communication and enablement resources.
Respond to Incidents
Coordinate rapid responses during disruptions to minimize client impact and restore service quickly.
What You Bring
✅ Must-Have Skills:
2+ years in a contact centre BPO environment, ideally with large-scale, multi-site operations
Proven experience in vendor performance management and operational improvements
Strong analytical skills and comfort with KPIs, CSAT, and efficiency metrics
Excellent communication skills — written and verbal
Proficiency in Excel, Google Sheets, and BI tools; SQL is a plus
Experience supporting incident response and change initiatives
✨ Nice-to-Haves:
Exposure to financial services or regulated industries
Exposure to contact centre QA, vendor management, or BPO leadership
Why This Role Rocks
This is your chance to shape how outsourced operations deliver service to thousands of clients every day. You’ll work in a fast-moving, collaborative environment where autonomy is valued and impact is measurable. If you love solving problems, building relationships, and making data-driven decisions — this role is for you.
Work Environment
🌐 Remote-first
🤝 Collaborative culture
📈 High visibility across teams and leadership
Job Type & Location
This is a Contract position based out of Toronto, ON.
Pay and Benefits
The pay range for this position is $30.00 - $30.00/hr.
Workplace Type
This is a fully remote position.
À propos de TEKsystems et TEKsystems Global Services
Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de l’entreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Découvrez d’autres informations à TEKsystems.com.
About TEKsystems and TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
