This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation--with ...
Quick apply
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation--with ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation-with ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation-with ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation-with ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation-with ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation--with ...
Quick apply
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation--with ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation-with ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation-with ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation--with ...
Quick apply
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation--with ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation--with ...
Quick apply
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation--with ...
Coordinates on-the-job operational training for new and existing employees * Administers and ... Provides recommendations on performance management actions to leadership * Establishes and monitors ...
Coordinates on-the-job operational training for new and existing employees * Administers and ... Provides recommendations on performance management actions to leadership * Establishes and monitors ...
Sales Trainer
CA$51K/yr
Collaborate with the Training Manager to design and execute curricula for various product offerings ... and 20% to operational support, facilitating platform adoption that drives partner success.
Sales Trainer
CA$51K/yr
Collaborate with the Training Manager to design and execute curricula for various product offerings ... and 20% to operational support, facilitating platform adoption that drives partner success.
Sales Trainer
Toronto, ON · Hybrid
CA$51K/yr
To track and measure training results working with the Sales Analyst before presenting this back to the Operations Managers and Client. * Complete at least 1 call co-pitch per week. * Deliver 2 ...
Sales Trainer
Toronto, ON · Hybrid
CA$51K/yr
To track and measure training results working with the Sales Analyst before presenting this back to the Operations Managers and Client. * Complete at least 1 call co-pitch per week. * Deliver 2 ...
Sales Trainer
Toronto, ON · Hybrid
To track and measure training results working with the Sales Analyst before presenting this back to the Operations Managers and Client. * Complete at least 1 call shadow per week. * Deliver 2 ...
Sales Trainer
Toronto, ON · Hybrid
To track and measure training results working with the Sales Analyst before presenting this back to the Operations Managers and Client. * Complete at least 1 call shadow per week. * Deliver 2 ...
Continuous Improvement program management - leveraging DMAIC and change management best practices; and Operational knowledge management, training, and development * Partner with the Global ...
Continuous Improvement program management - leveraging DMAIC and change management best practices; and Operational knowledge management, training, and development * Partner with the Global ...
Continuous Improvement program management - leveraging DMAIC and change management best practices; and Operational knowledge management, training, and development * Partner with the Global ...
Continuous Improvement program management - leveraging DMAIC and change management best practices; and Operational knowledge management, training, and development * Partner with the Global ...
The Senior Manager, PCG Training & Development will lead the strategy, design, delivery, and ... Use learning data, learner feedback, branch trends, and operational insights to recommend ...
The Senior Manager, PCG Training & Development will lead the strategy, design, delivery, and ... Use learning data, learner feedback, branch trends, and operational insights to recommend ...
... training, knowledge management, and seller-facing program execution, while partnering cross-functionally with Sales, Marketing, Merchandising, and Operations to deliver seamless GTM activation.
... training, knowledge management, and seller-facing program execution, while partnering cross-functionally with Sales, Marketing, Merchandising, and Operations to deliver seamless GTM activation.
Substantial training is provided to ensure OSLs can perform all duties and tasks an OSL is ... and management tools; optimize operational strategy to ensure patient continuity; high quality ...
Substantial training is provided to ensure OSLs can perform all duties and tasks an OSL is ... and management tools; optimize operational strategy to ensure patient continuity; high quality ...
Manager, Training and Documentation
Toronto, ON · Hybrid
CA$103K - CA$110K/yr
... Training and Documentation Manager for an existing vacancy on our Vancouver-based Training and ... investment operations such as reconciliation, trade processing, corporate action, and client ...
Manager, Training and Documentation
Toronto, ON · Hybrid
CA$103K - CA$110K/yr
... Training and Documentation Manager for an existing vacancy on our Vancouver-based Training and ... investment operations such as reconciliation, trade processing, corporate action, and client ...
Operations Manager
Mississauga, ON · On-site
CA$120K/yr
Maintain training matrices and training records, ensuring new employees use the correct training ... Monitor operational costs, labor utilization, inventory levels, and productivity metrics ...
Operations Manager
Mississauga, ON · On-site
CA$120K/yr
Maintain training matrices and training records, ensuring new employees use the correct training ... Monitor operational costs, labor utilization, inventory levels, and productivity metrics ...
AVP Operational Risk, Process and Execution
Toronto, ON · On-site
CA$160K - CA$200K/yr
The Associate Vice President, Operational Risk Management, Process and Execution will be ... program management including reporting, internal training and socialization of Process Risk ...
AVP Operational Risk, Process and Execution
Toronto, ON · On-site
CA$160K - CA$200K/yr
The Associate Vice President, Operational Risk Management, Process and Execution will be ... program management including reporting, internal training and socialization of Process Risk ...
Senior Manager, Operational Resiliency Advisor
Toronto, ON · On-site
CA$115K - CA$163K/yr
The Resilience Management team leads TD Disaster Recovery, Availability, Operational Resilience and ... After completing requisite onboarding, training and cross-training sessions, our current business ...
Senior Manager, Operational Resiliency Advisor
Toronto, ON · On-site
CA$115K - CA$163K/yr
The Resilience Management team leads TD Disaster Recovery, Availability, Operational Resilience and ... After completing requisite onboarding, training and cross-training sessions, our current business ...
Operational Training Manager information
What is the difference between Operational Training Manager vs Training Coordinator?
| Aspect | Operational Training Manager | Training Coordinator |
|---|---|---|
| Credentials | Relevant certifications (e.g., OSHA, industry-specific), experience in operations and training | Certifications in training or education, entry to mid-level experience |
| Work Environment | Manufacturing, logistics, or industrial settings; overseeing training programs for operational staff | Office or training facilities; organizing and scheduling training sessions |
| Employer & Industry Usage | Manufacturing, logistics, transportation, and industrial sectors | Corporate training departments across various industries |
The Operational Training Manager focuses on developing and implementing training programs specifically for operational staff within industrial or manufacturing environments. In contrast, the Training Coordinator handles the organization and scheduling of training sessions across different departments. Both roles require strong communication skills and knowledge of training methods, but the Operational Training Manager has a more strategic and technical focus on operational procedures.
Call Center & Contact Center Professionals
Brampton, ON • On-site
Hire Resolve.com
Full-time
Medical, Dental, Vision, Life, PTO
Re-posted 9 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