Supervisor, BPO Services

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.

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

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

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

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

Typically, Monday through Friday, standard business hours.

Minimal to none.