Agent Enablement - Canada - Super Service

    Super Service
    Super Service Canada

    1 week ago

    Description
    About

    We started to help maximize lives-both the lives of our customers and the lives of our team - so that everyone can experience all that life has to offer. For our employees, our promise is that is more than just a job; it's an opportunity to unlock one's potential, where learning is celebrated and impact is realized.

    We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.

    About the role

    This role will lead a high-impact pod within the Agent Enablement & Vendor Operations (AEVO) team, managing a group of Performance Specialists who support our BPO partners across Travel, Fintech (Super+), and niche LOBs. The Manager will own the strategy and execution of coaching, gamification, knowledge checks, and performance programs that directly influence CSAT, quality, and efficiency. You'll work closely with Vendor Management, WFM, Training, Quality, and Product/Process teams to ensure initiatives are realistic, scalable, and grounded in contact center realities. This role is ideal for an ops-minded people leader who loves turning data and AI-powered insights into sustained behavior change on the floor.

    About the team

    The Agent Enablement & Vendor Operations(AEVO) team at is responsible for BPO partner success, agent enablement, escalation management, and cross-functional collaboration. This team is structured across Travel & Fintech verticals, ensuring deep subject matter expertise while maintaining flexibility and collaboration across functions. We connect strategy to what actually happens on the floor. AEVO is deeply hands-on and data-driven: we use QA, CSAT, operational metrics, and AI-powered tools like , Guru, Gemini, Glean, and ChatGPT to understand agent reality and design programs that improve performance, reduce friction, and protect the brand.
    What you'll be working on:
    • Leading and developing a team of Agent Enablement & Vendor Operations Performance Specialists, including goal-setting, coaching, and day-to-day prioritization.
    • Owning the strategy and roadmap for coaching frameworks, gamification, recognition, and knowledge checks across BPO partners and lines of business.
    • Partnering with Vendor Management and BPO leadership on performance expectations, scorecards, QBRs/WBRs, and follow-through on improvement plans.
    • Collaborating with WFM to align programs with staffing, scheduling, and SLA constraints so initiatives are impactful and operationally realistic.
    • Working closely with Training, Quality, Process Optimization, and Escalation Ops to ensure performance programs support new launches, complex workflows, and CSAT goals.
    • Using AI and data (QA, CSAT, WFM, coaching rubrics) to target interventions, measure impact, and iterate on programs for continuous improvement.
    • Standardizing playbooks, templates, and reporting so performance programs are consistent, scalable, and easy for vendors and leaders to understand.
    What we're looking for:
    • 5+ years in BPO/contact center or CX operations, including 3+ years in a people leadership role (managing QA, enablement, training, or vendor ops teams).
    • Deep experience in agent performance enablement such as coaching, QA, training, gamification, or similar behavior-change programs.
    • Solid understanding of contact center orgs and workflows, including how WFM, QA, Training, Ops leadership, and Vendor Management interlock.
    • Proven experience managing BPO/vendor relationships, including performance scorecards, QBRs/WBRs, and driving accountability for results.
    • Strong analytical skills with experience using QA, CSAT/DSAT, WFM metrics, and BI tools to prioritize work and tell a clear performance story.
    • Hands-on experience with AI and CX tooling (for example , Guru, Gemini, Glean, ChatGPT, and CRM/QA platforms) in an operations or enablement context.
    • Excellent communication and influence skills; comfortable driving change across multiple vendors, LOBs, and cross-functional partners in a fast-paced environment.
    We've got you covered:

    At , we believe in supporting our team so they can thrive-both at work and in life.
    • Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best. We trust you to get great work done on your terms.
    • Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.
    • Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel help you enjoy the little things.
    • Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan.
    • Comprehensive Compensation: Competitive salary, equity options, annual bonus, retirement matching, and top-tier benefits packages.
    • Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.
    At , we are proud to leverage cutting-edge artificial intelligence (AI) technology to make our hiring process smarter, faster, and more inclusive. By integrating AI tools into our recruitment, we enhance our ability to identify top talent efficiently while promoting fairness and consistency for every applicant.

    is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

    Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify your Talent Acquisition Partner.
  • Work in company

    Technical Program Manager

    Only for registered members

    Redpanda is pioneering the Agentic Data Plane (ADP) a new category in AI infrastructure that makes it simple and secure to connect AI agents with enterprise data and systems. Built on a multi-modal data streaming engine Redpanda empowers agentic applications that reason and act i ...

    Canada $200,000 - $235,000 (USD) Full time

    1 month ago

  • Work in company

    Applied AI Engineer

    Only for registered members

    Warp: We're Building the Platform for Agentic Development · Warp began with the vision of reimagining one of the fundamental dev tools—the terminal—to make it more usable and powerful for all developers. As AI has advanced, Warp has evolved beyond its terminal roots into the plat ...

    Canada $220,000 - $275,000 (USD)

    1 week ago

  • Work in company

    Senior Software Engineer, Core SQL

    Only for registered members

    We are expanding our Core Engineering team at Redpanda to build Oxla - a distributed SQL engine that enables exceptionally fast analytical operations with significantly lower infrastructure cost compared to existing alternatives. · Oxla uniquely combines real-time stream processi ...

    Canada $190,000 - $260,000 (USD) Full time

    3 weeks ago

  • Work in company

    Senior Security Engineer

    Only for registered members

    We're looking for a deeply experienced Senior Security Engineer to establish and lead our security engineering function as our first dedicated security engineer hire. · You'll serve as the security champion for our 50+ person engineering organization, partnering closely with our ...

    Canada

    1 month ago

  • Work in company

    Senior / Staff Perception Engineer

    Only for registered members

    Waabi an AI company building next generation self-driving technology seeks Senior Perception Engineer to advance deploy perception algorithms for self-driving vehicles. · ...

    Canada $158,000 - $269,000 (USD)

    1 month ago

  • Work in company

    Senior Presales Consultant

    Only for registered members

    We're looking for dynamic and results-driven Senior Presales Consultants to join our teams in Canada and the US, helping some of the world's most innovative and fast-growing companies harness the power of AI and automation. · This role requires a competitive spirit, a passion for ...

    Canada

    1 month ago

  • Work in company

    Presales Consultant

    Only for registered members

    We're looking for dynamic and results-driven Presales Consultants to join our teams in Canada and the US. · We're driven to raise a new standard of quality customer service at scale, · enabling enterprise companies to deliver experiences that people love–instant, · proactive, per ...

    Canada

    1 month ago

  • Work in company

    Senior / Staff Perception Engineer

    Only for registered members

    Waabi is an AI company building the next generation of self-driving technology. · ...

    Canada, KY

    1 month ago

  • Work in company Remote job

    Senior Presales Consultant

    Only for registered members

    About Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale enabling enterprise companies to deliver experiences that people love instant proactive pers ...

    Canada, KY

    1 month ago

  • Work in company Remote job

    Presales Consultant

    Only for registered members

    We're looking for dynamic and results-driven Presales Consultants to join our teams in Canada and the US... · Develop a deep understanding of client goals... · ...

    Canada, KY

    1 month ago

  • Work in company

    Enterprise Account Executive, Federal

    Only for registered members

    Location: Remote, USA · As an Enterprise Federal Account Executive, you will be responsible for new business acquisition and client management within the US Federal Government. You will accomplish this through strategic account and territory planning, thorough research of prospec ...

    Remote (East), USA $110,000 - $210,000 (USD) per year

    17 hours ago

  • Work in company

    Mail Handler

    Postal Jobs Assist

    As a Mail Handler Assistant at USPS you will play a vital role in efficient mail handling and distribution interacting with diverse team members across nationwide locations. · About This Role · Vacancies Nationwide · Career Development Comprehensive training is provided regardles ...

    Mallory $32,000 - $52,000 (USD) per year

    1 week ago

  • Work in company

    Director, Technical Account Management

    Only for registered members

    · Founded in 2017, Obsidian Security was created to close a critical gap: securing the SaaS applications where modern business happens—platforms like Microsoft 365, Salesforce, and hundreds more.  · Backed by top investors including Greylock, Norwest Venture Partners, and IVP, w ...

    US Remote (East/Central) $150,000 - $260,000 (USD) per year

    1 week ago

  • Work in company

    patient care tech preceptor

    Only for registered members

    Functions as part of the dialysis health care team in providing safe and effective dialysis therapy for patients under the direct supervision of a licensed nurse in accordance with organization policies procedures and training and in compliance with regulations set forth by the c ...

    Pikeville, KY

    1 month ago

Jobs
>
Canada