Operations Supervisor

Discover Gatestone

Since 1926, Gatestone has been leading the way in outsourced Customer Contact Center and Business Process Outsourcing (BPO) services. We proudly support some of the world's top brands, including Fortune 500 companies.

We're thrilled to share that Forbes has named Gatestone one of Canada's Top Employers for 2024 & 2025—a recognition of our commitment to excellence and our people-first culture.

Why Join Us?

At Gatestone, delivering great customer experiences isn't just our job—it's who we are. We're looking for an Operations Supervisor who is passionate about helping people, solving problems, and making every conversation count.

SUMMARY:

The candidate chosen for this position will work closely with the Sr. Operations Manager to mentor and coach team leaders to meet contractual requirements, maximize performance and overall call quality for the department. The candidate must be able to attend the office in Toronto on an as needed basis, no less than 3 times per week, and be flexible to work any shift based on current business needs.

Pay Range; Based on experience ($55,000 - $62,000 annually)

KEY ACCOUNTABILITIES:

• Responsible for team's overall performance and call quality with a focus on Customer Satisfaction KPIs
• Reinforce set targets for agents, monitor their success & develop performance improvement plans/action plans
• Mentor Team Leaders, conducting, at minimum, one 1-on-1 coaching sessions per week
• Assist in monitoring service levels and schedule adherence
• Coordinate and participate in call calibrations
• Handle customer escalations
• Complete attendance tracking and reporting as required
• Complete Quality compliance monitors in accordance with guidelines and ensure feedback delivered agents
• Provide positive and constructive feedback
• Motivate team to exceed expectations
• Make follow up calls on compliance items
• Coordinate and manage OH major outage processes including client communications
• Make recommendations for improvements to call handling procedures and training content based on floor results and agent feedback
• Other duties as assigned

CORE COMPETENCIES & ATTRIBUTES:

• Strong understanding of IT systems including basic network and server principles, user access management and system connectivity
• Ability to quickly analyze and triage technical issues, from basic end-user problems to system-wide incidents.
• Skilled in prioritizing, assigning, and monitoring helpdesk tickets across multiple systems and departments to ensure timely resolution.
• Understanding of call routing, IVR setup, and integration with support workflows.
• Excellent written and verbal communication skills
• Experience developing and enforcing standard operating procedures (SOPs), escalation paths, and service level expectations.
• Proven ability to lead a team of helpdesk analysts, provide technical guidance, and foster a culture of accountability and service excellence.
• Strong commitment to user satisfaction and quality service delivery across a diverse client base.
• Comfortable working in a fast-paced environment with competing priorities.
• Ability to manage communications and coordination during system updates, outages, and major IT events.
• Looks for ways to streamline support processes, improve first-call resolution, and leverage automation or self-service where possible.

EXPERIENCE:

• A minimum of 3 years Helpdesk or relevant IT experience in a call center environment
• Previous supervisory experience
• Experienced in coaching and mentoring representatives to drive performance
• Experience with IT service management (ITSM) tools and ticketing systems
• Experience with Windows operating systems

Ready to Grow with Us?

Be part of an award-winning team where your voice matters and your work makes a difference.

Gatestone is an accessible workplace. If you require accommodation during the recruitment process, please let us know—we're here to support you.

Job Type: Full-time

Pay: $55,000.00-$62,000.00 per year

Application question(s):

• Are you able to work in office?

Experience:

• Help desk: 3 years (preferred)
• Supervising: 2 years (preferred)
• Windows operating system: 1 year (preferred)

Work Location: In person