Contact Center Manager

A company is looking for a Contact Center Manager to oversee and optimize daily operations of the Canadian contact center.

Key Responsibilities

Lead and develop the Canadian Contact Center team to achieve performance goals and service excellence

Oversee day-to-day operations to ensure adherence to SLAs, KPIs, and client satisfaction standards

Monitor and analyze performance metrics to implement process improvements and enhance client experiences

Required Qualifications

Minimum 5-7 years in contact center or customer service operations, with 2-3 years in a leadership or management role

Bachelor's degree in Business Administration, Communications, Operations Management, or a related field

Bilingualism in English and French is preferred