Supervisor, BPO Services

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 similar)

·       Parking enforcement or municipal systems (asset)

LANGUAGE SKILLS: 

Fluency in French and English (spoken and written) is mandatory.

Over 80% of New Era’s clientele is English-speaking.

WORK ENVIRONMENT:

Hybrid role requiring 3 days on-site presence in Saint‑Jean‑sur‑Richelieu and 2 days remote work weekly.

EXPECTED HOURS OF WORK:

Typically, Monday through Friday, standard business hours.

TRAVEL: 

Minimal to none.

BENEFITS AND COMPENSATION:

Benefits: 

• Computer equipment provided. 
• No sales or solicitation. 
• 37.5 hours per week, Monday to Friday. 
• Dynamic work environment and great team. 
• Paid training. 
• Quick onboarding. 

Compensation: 

• Starting salary: $60,000/yr (CAD)
• Two paid sick days (after 3 months of employment). 
• Two weeks of vacation. 
• RRSP program (available after 6 months of employment). 
• Paid holidays. 
• Group insurance (available after 3 months). 

QUALIFICATIONS:   To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.