Job Title

Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple midsenior 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 optimisationwith 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 612+ years in call centre/contact centre environments, including 36+ 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