Canadahelps

At CanadaHelps we believe in the power of generosity - not just for those who receive it, but for everyone it touches. Every act of generosity sparks connection, inspires change, and brings people together. This is an opportunity to join something bigger: a movement that fuels progress, strengthens communities, and reminds us of what's possible when we come together.

We are a dedicated team of entrepreneurial-minded peers who believe in a world where everyone can thrive. We offer a flexible, inclusive environment built on growth, ambition, and shared success.

CanadaHelps provides the most comprehensive and flexible range of giving solutions for donating to any charity in Canada, and we partner with charities of all sizes to ensure they have the tools they need to achieve their goals.

About the role:

We are looking for a full-time Call Centre Manager. As the Call Centre Manager at CanadaHelps, you will beresponsible for leading the day-to-day operations of the Charity & Donor (Call Centre) Support team while fostering a high-performing, engaged, and customer-focused culture. The Manager is accountable for achieving departmental service levels and quality objectives through effective coaching, performance management, workforce planning, and continuous improvement. Working cross-functionally across the organization, the Manager advocates for the needs of customers and the CDS team while identifying opportunities to improve processes, efficiency, and the overall customer experience.This is an existing vacancy.

The annual salary range for this role is $70,000 - $75,000.Where an offer falls within this range is determined through the interview process. Candidates are benchmarked by the hiring team based on role scope, relevant experience, skill alignment, and expected impact, using consistent and objective criteria.

This position is remote but may require to be in-office in Toronto for team collaborations.

Responsibilities:

Responsibilities will include but are not limited:

Team Leadership & Performance

• Lead, coach, and develop a team of Charity & Donor Support Associates through regular one-on-ones, coaching sessions, and ongoing feedback.
• Foster a positive, collaborative, and accountable team environment that supports engagement, continuous learning, and professional growth.
• Establish clear performance expectations and manage performance through coaching, recognition, development plans, and corrective action when required.
• Mentor and support the CDS Lead by providing guidance, development opportunities, and regular coaching to strengthen operational leadership capacity.
  

Operational Excellence

• Ensure departmental KPIs consistently meet or exceed established targets, including Service Levels, First Response Time, Customer Satisfaction (CSAT), productivity, and quality metrics.
• Monitor operational performance and proactively address emerging trends, risks, staffing challenges, and workload imbalances.
• Support the rollout and adoption of new technologies, AI capabilities, and operational tools that improve efficiency and customer experience.
• Partner with the Enablement & Knowledge Lead to ensure policies, procedures, knowledge articles, and training materials remain current and effectively adopted by the team.
• Data and reporting mindset (experience).
  

Coaching & Professional Development

• Develop individual growth plans aligned with business needs and employee career aspirations.
• Provide timely coaching based on performance data, customer feedback, quality observations, and operational metrics.
• Recognize and celebrate strong performance while addressing performance concerns in a timely, constructive, and objective manner.
• Support onboarding of new employees in partnership with the CDS Lead and Enablement & Knowledge Lead.
  

Continuous Improvement

• Identify recurring operational challenges and recommend practical improvements to processes, workflows, and customer experience.
• Encourage a culture of continuous improvement by empowering team members to identify opportunities for greater efficiency and service excellence.
• Collaborate with Business Operations, Marketing, Finance, and other departments to improve end-to-end customer journeys and operational effectiveness.
• Act as an advocate for the CDS team by communicating operational challenges, customer insights, and resource needs to leadership.
  

Cross-Functional Leadership

• Represent Charity & Donor Support on cross-functional initiatives, projects, and operational discussions.
• Build strong relationships with internal stakeholders to balance customer needs with organizational priorities.
• Ensure the voice of the customer is reflected in process improvements, product enhancements, and organizational decision-making.
  

People Management

• Recruit, onboard, and retain high-performing team members.
• Support workforce planning and scheduling.
• Lead team meetings, operational reviews, and performance discussions.
• Ensure compliance with company policies, operational procedures, and employment standards.
  

Required Experience:

• Minimum 4 years of experience leading or supervising a customer support team in a fast-paced organization.
• Demonstrated experience coaching employees, managing performance, and developing high-performing teams.
• Experience using operational metrics and KPIs to drive performance improvements.
• Experience working cross-functionally with Product, Technology, Finance, Marketing, or similar business partners.
• Experience managing competing priorities in a dynamic operational environment.
  

Required Skills:

• Strong people leadership, coaching, and performance management skills.
• Excellent judgment and ability to make sound operational decisions in a fast-paced environment.
• Ability to navigate ambiguity while balancing customer, team, and organizational priorities.
• Strong relationship-building and stakeholder management skills.
• Continuous improvement mindset with the ability to identify practical operational enhancements.
• Excellent written and verbal communication skills.
• Strong analytical skills and comfort interpreting operational metrics and trends.
• Experience with Salesforce, Jira, Google Workspace, and customer support technologies; experience with AI-enabled support tools is an asset.
• Demonstrated ability to foster an inclusive, collaborative, and psychologically safe team environment.
• Bilingual (English/French) is a strong asset.
  

We believe in everyone

At CanadaHelps, we commit to pursuing deliberate efforts to ensure that our company is a place where differences are welcomed, different perspectives are respectfully heard and where every individual feels a sense of belonging and inclusion. We know that by creating a vibrant climate of inclusiveness, we can more effectively advance our collective capabilities.

AI in Recruitment :

CanadaHelps does not use AI-enabled tools to screen, assess, rank, or select candidates in our recruitment process. Our hiring teams make all hiring decisions.