Call Center & Contact Center Professionals

Job Description

<h3>Job Description</h3><p>Job Description<p><p><strong>Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals</strong> for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a <strong>multi-role opportunity</strong> spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with <strong>progression toward senior leadership roles</strong> (Senior Manager, Head of Contact Centre, and Director-level positions).</p><p></p>Key Responsibilities<ul><li>Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels </li><li>Manage team <span >leaders/supervisors</span> and drive performance through coaching, KPIs, and structured scorecards </li><li>Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels </li><li>Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning </li><li>Implement QA frameworks, calibration routines, and root-cause analysis to improve consistency and compliance </li><li>Oversee onboarding, training, and knowledge management to maintain service readiness and quality standards </li><li>Deliver performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans </li><li>Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting) </li><li>Ensure appropriate privacy and data-handling practices aligned with <strong>PIPEDA</strong> (and provincial equivalents where applicable)</li><li>Promote a safe workplace aligned with applicable health and safety expectations <span >(province/territory</span> dependent)</li></ul><p><strong>Requirements</strong></p><ul><li><strong><span >Education/qualifications:</span></strong> Secondary school completion typically required; <strong>college diploma or bachelor’s degree</strong> (Business, Communications, Operations, Analytics, or related) is an asset. Equivalent experience is considered </li><li><strong>Experience:</strong> Typically <strong>6–12+ years</strong> in call centre/contact centre environments, including <strong>3–6+ years</strong> in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager) </li><li><strong>Core capabilities:</strong></li><ul><li> People leadership, coaching, performance management, and change delivery </li><li> KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial) </li><li> WFM fundamentals (forecasting, scheduling, real-time management, adherence) </li><li> Quality assurance, training design, <span >escalation/complaints</span> management, and CX improvement </li><li> Strong stakeholder management across Operations, IT, Compliance, Sales, and HR </li></ul><li><strong>Systems/tools (varies by role):</strong> CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)</li></ul><p><strong>Benefits</strong></p><ul><li>Extended Healthcare Plan (Medical, Disability, Dental & Vision)</li><li>RPP - Group RRSP</li><li>Group Life - AD&D - Critical Illness Insurance</li><li>Paid Time Off Benefits</li><li>Training & Development</li></ul></p></p>