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Call Center & Contact Center Professionals

3 hours, 44 minutes ago
Canada
Full-time
Lead
Operations Manager
Customer and Technical Support
Salesforce
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Hire Resolve US

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Internet Software & Services
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Description

  • Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels.
  • Manage team leaders and supervisors while driving performance through coaching, KPIs, and structured scorecards.
  • Improve customer experience outcomes, including CSAT, NPS, and first contact resolution, while balancing efficiency and service levels.
  • Partner with workforce management teams on forecasting, scheduling, real-time adherence, occupancy, and capacity planning.
  • Implement quality assurance frameworks, calibration routines, and root-cause analysis to improve consistency and compliance.
  • Oversee onboarding, training, and knowledge management to maintain service readiness and quality standards.
  • Deliver performance reporting on metrics such as AHT, ASA, abandonment, conversion, complaints, and attrition, along with action plans.
  • Support adoption of contact centre technology, including CRM, CCaaS/telephony platforms, diallers, QA tools, and analytics or BI reporting.
  • Ensure privacy and data-handling practices align with PIPEDA and applicable provincial equivalents.
  • Promote a safe workplace in line with applicable health and safety expectations.

Requirements

  • Secondary school completion is typically required.
  • A college diploma or bachelor’s degree in Business, Communications, Operations, Analytics, or a related field is an asset.
  • Equivalent experience is considered.
  • Typically 6–12+ years of experience in call centre or contact centre environments.
  • Typically 3–6+ years of leadership or specialist ownership experience in roles such as Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, or Senior Manager.
  • Experience in people leadership, coaching, performance management, and change delivery.
  • Experience managing operations through KPIs and continuous improvement; Lean or Six Sigma exposure is beneficial.
  • Strong knowledge of workforce management fundamentals, including forecasting, scheduling, real-time management, and adherence.
  • Experience with quality assurance, training design, escalation and complaints management, and customer experience improvement.
  • Strong stakeholder management across Operations, IT, Compliance, Sales, and HR.
  • Experience with CRM and case management tools such as Salesforce, Zendesk, or ServiceNow, as well as CCaaS/telephony platforms, diallers, WFM tools, QA platforms, Excel or Google Sheets, and BI tools.

Benefits

  • Extended healthcare plan covering medical, disability, dental, and vision.
  • RPP group RRSP.
  • Group life, AD&D, and critical illness insurance.
  • Paid time off.
  • Training and development.

Interested in this position?

Apply directly on the company website

Apply Now

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