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 Skilled 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 recent employees
Establish and operationalize current 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 of

📌 Supervisor, Bpo Services Suri
🏢 New Era Technology
📍 Suri