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Contact Center Manager Jobs in Quebec (NOW HIRING)

Cogeco

Analyst, Realtime

Trois-rivieres, QC · On-site

The real-time analyst is responsible for intraday queue management and re-forecasting for the US contact center, This includes managing inbound calls, chat, and email platforms, as well as outbound ...

Maarut

... a contact center platform. This should not be confused with a Genesys technical integrator or configurator without an analysis component, nor with a project manager, nor with a solutions architect ...

Bell Canada

Manager, Collections

Montreal, QC · Hybrid

... Contact Centre and Internet & Private Networks. At Bell, your skills and expertise will help set us ... Key Responsibilities Develop, manage, motivate and coach staff to fulfill departmental performance ...

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Contact Center Manager information

What does a contact center manager do?

A contact center manager oversees a team of support specialists who handle customer issues through multiple channels, such as online chat, email, and phone calls. In this career, you often lead several tiers of technicians, from entry-level to senior staff members. Your responsibilities include hiring and coaching personnel, facilitating continuing education with the product line, and making regular communication with your team about updates and quality issues. Other duties include typical management functions like scheduling, supervising, and maintaining the group’s morale.

What does a contact center manager do?

A Contact Center Manager oversees the daily operations of a contact center, ensuring efficient handling of customer inquiries, complaints, and support requests across various channels such as phone, email, and chat. They are responsible for leading and training staff, monitoring performance metrics, implementing best practices, and maintaining high levels of customer satisfaction. Additionally, Contact Center Managers analyze workflow, develop strategies to improve processes, and ensure compliance with company policies and industry regulations.

What are the key skills and qualifications needed to thrive as a contact center manager, and why are they important?

To thrive as a Contact Center Manager, you need strong leadership, workforce management, and customer service expertise, often supported by a bachelor's degree and relevant experience. Familiarity with call center software, CRM platforms, and analytics tools is typically required, along with knowledge of industry certifications like COPC or Six Sigma. Excellent communication, problem-solving, and motivational skills help foster team performance and resolve customer issues effectively. These skills ensure efficient operations, high customer satisfaction, and the achievement of organizational goals in a fast-paced environment.

What are some common challenges contact center managers face in balancing operational efficiency with employee engagement?

Contact Center Managers often navigate the challenge of maintaining high service levels and meeting performance metrics while also fostering a positive and supportive work environment for their teams. High call volumes, strict KPIs, and rapidly changing customer needs can create pressure, making it essential to implement effective training, clear communication, and recognition programs. Successful managers prioritize regular feedback sessions, promote work-life balance, and leverage technology to streamline workflows, ensuring both operational targets and employee satisfaction are achieved.

What is the difference between Contact Center Manager vs Customer Service Supervisor?

AspectContact Center ManagerCustomer Service Supervisor
CredentialsTypically requires a bachelor’s degree and experience in call center operationsOften requires a high school diploma or associate degree with customer service experience
Work EnvironmentOversees multiple teams within a call center, managing operations and strategyManages a team of customer service representatives, focusing on daily service quality
Employer & IndustryCommon in large corporations, BPOs, and telecom industriesFound in retail, healthcare, and service industries

The Contact Center Manager has broader responsibilities, including strategic planning and team management across multiple shifts, while the Customer Service Supervisor focuses on daily team supervision and customer interactions. Both roles require strong communication skills but differ in scope and level of responsibility.

More about Contact Center Manager jobs

What cities in Quebec are hiring for Contact Center Manager jobs?

Cities in Quebec with the most Contact Center Manager job openings:

Contact Center Manager jobs near you
Infographic showing various Contact Center Manager job openings in Quebec as of August 2026, with employment types broken down into 88% Full Time, 11% Part Time, and 1% Contract. Highlights an 81% Physical, 3% Hybrid, and 16% Remote job distribution.

Manager, Quebec Marketing Strategy & Partnerships (12 month contract)

Definity Financial

Montreal, QC • Hybrid

CA$88K - CA$138K/yr

Full-time

Re-posted 2 days ago

Job description

The Opportunity 

This role is designed to accelerate Sonnet's growth in Quebec by strengthening brand activation, building the connection between Marketing and the Contact Centre for sales enablement, advancing Quebec partnership marketing initiatives, and driving a French-first content strategy that improves discoverability across SEO and AI-driven search environments. The position serves as a cross-functional connector across Brand, Customer Experience, Pricing, Product, Underwriting, Partnerships, and Distribution teams to ensure Quebec-specific insights, cultural relevance, and performance priorities are embedded into all marketing initiatives.

What to Expect 

Functional Focus (Role Allocation)

  • Quebec Brand Activation & Production - 30%: Lead localization, activation coordination, and execution readiness for Quebec campaigns.
  • Sales Enablement & Contact Centre Integration (Quebec) - 30%: Act as the primary marketing liaison to the Contact Centre, developing enablement tools and feedback loops.
  • Partnership Marketing Strategy (Quebec) - 15%: Lead marketing activation strategy for Quebec-based corporate and affinity partners.
  • French Content & Search Strategy - 25%: Support the execution of a French-first content roadmap focused on SEO, GEO, and AI-driven discovery.

Key Outcomes Expected

  • Stronger Quebec market activation consistency and campaign performance
  • Improved marketing-to-contact-centre alignment and conversion support
  • Increased impact and coordination of Quebec partnership marketing initiatives
  • Measurable improvement in French organic search visibility and content engagement
  • Enhanced cross-functional integration across Quebec growth initiatives

What You Bring

  • 5-8+ years of experience in integrated marketing, partnerships, brand activation, or growth strategy roles
  • Strong understanding of Quebec market dynamics and cultural nuances
  • Experience collaborating with sales, distribution, or contact centre teams preferred
  • Ability to lead cross-functional initiatives without direct team ownership
  • Highly detail oriented; consistently follows copywriting, proofreading, and approval processes for marketing assets
  • Bilingual (French/English) required

Salary Range: $88,000 - $138,000

High degree of proficiency with English required to service customers, both internal to the company and external, across Canada. 

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

We also take potential into consideration. If you don't have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter. 

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting accessibility@economical.com.

As part of Definity's commitment to reconciliation, we acknowledge that our work, meetings, and travel take place on the lands now known as Canada, and recognize the enduring presence, wisdom, and stewardship of the First Nations, Metis, and Inuit peoples who have long cared for these lands.

Background checks

This role requires successful clearance of a background check (including criminal checks and leadership references). 


#LI-Hybrid

Sonnet is part of Definity, which includes some of Canada's most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada's leading and most innovative property and casualty insurers. We can't do that without our people, so we embrace and encourage a culture that's collaborative, ambitious, rewarding, and empowering. 

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It's better here. 

Apply