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)
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)
Extended Healthcare Plan (Medical, Disability, Dental & Vision)
RPP - Group RRSP
Group Life - AD&D - Critical Illness Insurance
Paid Time Off Benefits
Training & Development