Overview
USD 30.00 - 30.00 per hour
Full Time
Skills
Customer Engagement
Management
Vendor Relationships
Partnership
Continuous Improvement
Change Management
Recovery
Performance Management
Analytical Skill
KPI
Communication
Microsoft Excel
Business Intelligence
SQL
Incident Management
Financial Services
Quality Assurance
Vendor Management
Problem Solving
Relationship Building
Leadership
Job Details
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
What You Bring
Must-Have Skills:
Nice-to-Haves:
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.
propos de TEKsystems et TEKsystems Global Services
Nous sommes un fournisseur de services aux entreprises et de technologies. Nous acclrons la transformation de nos clients. Notre comptence en stratgie, conception, excution et oprations libre la valeur de l'entreprise par un ventail de solutions. Nous sommes une quipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amrique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacits full-stack et notre rythme. Nous sommes des penseurs stratgiques, des collaborateurs pratiques qui aident les clients exploiter le changement et matriser le dynamisme de la technologie. Nous btissons le futur en livrant les rsultats et en crant un impact positif dans nos communauts mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d'Allegis Group. Dcouvrez d'autres informations 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.
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.
propos de TEKsystems et TEKsystems Global Services
Nous sommes un fournisseur de services aux entreprises et de technologies. Nous acclrons la transformation de nos clients. Notre comptence en stratgie, conception, excution et oprations libre la valeur de l'entreprise par un ventail de solutions. Nous sommes une quipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amrique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacits full-stack et notre rythme. Nous sommes des penseurs stratgiques, des collaborateurs pratiques qui aident les clients exploiter le changement et matriser le dynamisme de la technologie. Nous btissons le futur en livrant les rsultats et en crant un impact positif dans nos communauts mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d'Allegis Group. Dcouvrez d'autres informations 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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.