Google

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