This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation--with ...
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This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation--with ...
Provide overarching management of client accounts and adherence to Statements of Work (SOW ... with customer contacts and senior leadership within statement of work. * Accurately estimate ...
Provide overarching management of client accounts and adherence to Statements of Work (SOW ... with customer contacts and senior leadership within statement of work. * Accurately estimate ...
You put the customer at the center of everything you do; and you treat our internal customers just the same * You are a master communicator - you can clearly articulate business needs between ...
You put the customer at the center of everything you do; and you treat our internal customers just the same * You are a master communicator - you can clearly articulate business needs between ...
Hub Sales Operations Manager, Services
Montreal, QC · On-site +1
Enhance adoption and effectiveness of digital tools, including CRM, SAP, and data platforms, to ... Operations * Experience building and scaling sales operating models and KPI frameworks
Hub Sales Operations Manager, Services
Montreal, QC · On-site +1
Enhance adoption and effectiveness of digital tools, including CRM, SAP, and data platforms, to ... Operations * Experience building and scaling sales operating models and KPI frameworks
Finance Manager, Operations
Montreal, QC · On-site
... senior management, considering impacts on EVPs and VP Operations (labor rates, department ... By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more ...
Finance Manager, Operations
Montreal, QC · On-site
... senior management, considering impacts on EVPs and VP Operations (labor rates, department ... By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more ...
Enhance adoption and effectiveness of digital tools, including CRM, SAP, and data platforms, to ... Operations * Experience building and scaling sales operating models and KPI frameworks
Enhance adoption and effectiveness of digital tools, including CRM, SAP, and data platforms, to ... Operations * Experience building and scaling sales operating models and KPI frameworks
Join us as a Service Field Operations Manager - Eastern Region Your main responsibilities The Field ... Implement customer and Company requirements for quality, performance reliability and passenger ...
Join us as a Service Field Operations Manager - Eastern Region Your main responsibilities The Field ... Implement customer and Company requirements for quality, performance reliability and passenger ...
Manager, People Operations
Montreal, QC · On-site
... its customers, and its employees over short-term objectives. Lighthouse Software Group , an ... The Opportunity We are looking for a Manager, People Operation s to run the full spectrum of human ...
Manager, People Operations
Montreal, QC · On-site
... its customers, and its employees over short-term objectives. Lighthouse Software Group , an ... The Opportunity We are looking for a Manager, People Operation s to run the full spectrum of human ...
Manager, People Operations
Montreal, QC · On-site
... its customers, and its employees over short-term objectives. Lighthouse Software Group , an ... The Opportunity We are looking for a Manager, People Operation s to run the full spectrum of human ...
Manager, People Operations
Montreal, QC · On-site
... its customers, and its employees over short-term objectives. Lighthouse Software Group , an ... The Opportunity We are looking for a Manager, People Operation s to run the full spectrum of human ...
Votre role englobera les operations sur l'ensemble des plateformes, projets et evenements internes ... Maitrise de HubSpot Marketing Hub et de Zoho CRM. * Experience des programmes de vente et de ...
Votre role englobera les operations sur l'ensemble des plateformes, projets et evenements internes ... Maitrise de HubSpot Marketing Hub et de Zoho CRM. * Experience des programmes de vente et de ...
At Dexterra, we create exceptional customer experiences that make our clients shine. Powered by ... Manage day-to-day site operations including scheduling, budgeting, cost tracking, and progress ...
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At Dexterra, we create exceptional customer experiences that make our clients shine. Powered by ... Manage day-to-day site operations including scheduling, budgeting, cost tracking, and progress ...
Manages day-to-day operations verifying that the quality, standards and meeting the expectations of the customers on a daily basis. Maintains the operating budget, and verifies that standards and ...
Manages day-to-day operations verifying that the quality, standards and meeting the expectations of the customers on a daily basis. Maintains the operating budget, and verifies that standards and ...
This team is the face of Vantage to our customers and the first line of defense regarding the ... Daily management and administration of the technical operations functions at the facility with the ...
This team is the face of Vantage to our customers and the first line of defense regarding the ... Daily management and administration of the technical operations functions at the facility with the ...
This team is the face of Vantage to our customers and the first line of defense regarding the ... The Manager, Critical Infrastructure Operations will manage a team of CFTs with direction from the ...
This team is the face of Vantage to our customers and the first line of defense regarding the ... The Manager, Critical Infrastructure Operations will manage a team of CFTs with direction from the ...
Our journey is ongoing in this new era of retail, as we focus more than ever before on customer ... The Operations Manager will lead initiatives that enhance consistency, efficiency, and execution ...
Our journey is ongoing in this new era of retail, as we focus more than ever before on customer ... The Operations Manager will lead initiatives that enhance consistency, efficiency, and execution ...
Make product, roadmap, and customer information easier to find, search, understand, and act on ... Reduce operational drag so Product Managers can spend more time on customers, prioritization, and ...
Make product, roadmap, and customer information easier to find, search, understand, and act on ... Reduce operational drag so Product Managers can spend more time on customers, prioritization, and ...
Make product, roadmap, and customer information easier to find, search, understand, and act on ... Reduce operational drag so Product Managers can spend more time on customers, prioritization, and ...
Make product, roadmap, and customer information easier to find, search, understand, and act on ... Reduce operational drag so Product Managers can spend more time on customers, prioritization, and ...
Operational Excellence Manager
Laval, QC · On-site
Our journey is ongoing in this new era of retail, as we focus more than ever before on customer ... The Operations Manager will lead initiatives that enhance consistency, efficiency, and execution ...
Operational Excellence Manager
Laval, QC · On-site
Our journey is ongoing in this new era of retail, as we focus more than ever before on customer ... The Operations Manager will lead initiatives that enhance consistency, efficiency, and execution ...
Operations Supervisor
Pointe-claire, QC · On-site
Work with the Terminal Manager to track monthly performance stats for the dock. * Other duties as ... Strong interpersonal skills including customer focus * Results driven * Appropriate sense of ...
Operations Supervisor
Pointe-claire, QC · On-site
Work with the Terminal Manager to track monthly performance stats for the dock. * Other duties as ... Strong interpersonal skills including customer focus * Results driven * Appropriate sense of ...
Operations Supervisor
Pointe-claire, QC · On-site
Work with the Terminal Manager to track monthly performance stats for the dock. * Other duties as ... Strong interpersonal skills including customer focus * Results driven * Appropriate sense of ...
Operations Supervisor
Pointe-claire, QC · On-site
Work with the Terminal Manager to track monthly performance stats for the dock. * Other duties as ... Strong interpersonal skills including customer focus * Results driven * Appropriate sense of ...
Customer Operations Manager information
What does a Customer Operations Manager do?
A Customer Operations Manager oversees the processes and teams that handle customer service and support within an organization. Their responsibilities typically include ensuring high levels of customer satisfaction, managing customer service representatives, analyzing service metrics, and implementing strategies to improve operational efficiency. They also handle customer complaints, develop training programs for staff, and work closely with other departments to address customer needs. Ultimately, their goal is to ensure smooth and efficient operations that enhance the overall customer experience.
How does a Customer Operations Manager typically collaborate with other departments to enhance the customer experience?
Customer Operations Managers frequently work cross-functionally with teams such as Sales, Product, and IT to ensure a seamless customer journey. They communicate customer feedback to these departments, help resolve escalated issues, and collaborate on process improvements. This role requires strong interpersonal skills and the ability to balance customer needs with business objectives, often acting as a bridge between frontline support staff and upper management.
What are the key skills and qualifications needed to thrive as a Customer Operations Manager, and why are they important?
To thrive as a Customer Operations Manager, you need strong leadership, organizational, and analytical skills, typically supported by experience in customer service and a relevant bachelor's degree. Familiarity with CRM platforms, data analysis tools, and workflow management systems is often required. Excellent communication, problem-solving, and team-building abilities help you stand out in this role. These skills and qualities are crucial for streamlining operations, enhancing customer satisfaction, and driving team performance.
What are popular job titles related to Customer Operations Manager jobs in Quebec? For Customer Operations Manager jobs in Quebec, the most frequently searched job titles are:
What job categories do people searching Customer Operations Manager jobs in Quebec look for? The top searched job categories for Customer Operations Manager jobs in Quebec are:
What cities in Quebec are hiring for Customer Operations Manager jobs? Cities in Quebec with the most Customer Operations Manager job openings:
Full-time
Medical, Dental, Vision, Life, PTO
Posted 4 days ago
Job description
Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).
Key Responsibilities- Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
- Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
- Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
- Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
- Implement QA 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 (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
- Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting)
- Ensure appropriate privacy and data-handling practices aligned with PIPEDA (and provincial equivalents where applicable)
- Promote a safe workplace aligned with applicable health and safety expectations (province/territory dependent)
Requirements
- Education/qualifications: Secondary school completion typically required; college diploma or bachelor’s degree (Business, Communications, Operations, Analytics, or related) is an asset. Equivalent experience is considered
- Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
- Core capabilities:
- People leadership, coaching, performance management, and change delivery
- KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial)
- WFM fundamentals (forecasting, scheduling, real-time management, adherence)
- Quality assurance, training design, escalation/complaints management, and CX improvement
- Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
- Systems/tools (varies by role): CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)
Benefits
- Extended Healthcare Plan (Medical, Disability, Dental & Vision)
- RPP - Group RRSP
- Group Life - AD&D - Critical Illness Insurance
- Paid Time Off Benefits
- Training & Development