Senior Contact Centre Operations Manager

2 weeks ago


Newmarket, Ontario, Canada Outright Consulting Full time
About the Role

We are seeking a highly skilled Senior Contact Centre Operations Manager to join our team at Outright Consulting. As a key member of our leadership team, you will be responsible for overseeing the daily operations of our Contact Centre and ensuring that we deliver exceptional client satisfaction.

Estimated Salary: $85,000 - $110,000 per year, depending on experience and location.

Job Description

The ideal candidate will have 3-5 years of experience managing a Call/Contact Centre and possess strong leadership skills, with the ability to motivate and coach a high-performing team. They will also have advanced knowledge of Call Centre practices, metrics, and technology, as well as excellent customer service, verbal, and written communication skills.

Key Responsibilities:

  • Train, mentor, and provide coaching to Customer Service Representatives on existing and new processes.
  • Coach Contact Centre Representatives and provide evaluation scorecards related to call quality, email responses, and other digital channels.
  • Provide direction and guidance to Contact Centre Representatives on day-to-day procedures and processes.
  • Create and manage schedules for Contact Centre Representatives to ensure adequate staffing levels.
  • Track and approve time and attendance, including overtime, vacation, sick, and lieu time.
  • Participate in regular discussions with clients regarding service offerings, programs, processes, and customer service improvements.
  • Exhibit strong knowledge of standard operating procedures to support questions from staff and provide guidance and feedback.
  • Devise ways to optimize procedures and keep staff motivated.
  • Ensure employees comply with regulatory requirements and adhere to processes and policies.
  • Communicate issues to management requiring immediate attention and propose solutions.
  • Manage customer escalations professionally and take necessary action to resolve customer issues.
  • Participate in recruitment to ensure adequate staffing levels.
  • Provide orientation, training plans, and onboarding for new hires.
  • Conduct mid-year and annual performance reviews and provide timely feedback against KPIs.
  • Create process documentation and update existing documentation to reflect operational requirements.
  • Measure and report on department performance using KPIs.
  • Monitor and assess customer feedback, identifying areas for enhancement.
Required Skills and Qualifications

To succeed in this role, you will need:

  • 3-5 years of experience managing a Call/Contact Centre.
  • Previous experience in the utility industry is an asset.
  • Advanced knowledge of Call Centre practices, metrics, and technology.
  • Excellent customer service, verbal, and written communication skills.
  • Intermediate knowledge of PIPEDA and OEB regulations.
  • Strong leadership skills and ability to motivate a team.
Benefits

In addition to a competitive salary, we offer a range of benefits, including:

  • A comprehensive health and wellness program.
  • Professional development opportunities.
  • A dynamic and supportive work environment.


  • Newmarket, Ontario, Canada Verve Senior Living Full time

    Job SummaryWe are seeking a highly motivated and experienced Recreation Program Coordinator to join our team at Verve Senior Living. The successful candidate will be responsible for planning and implementing recreational programs for our residents, ensuring their physical, emotional, social, intellectual, and spiritual needs are met.Key...


  • Newmarket, Ontario, Canada Verve Senior Living Full time

    Job SummaryWe are seeking a highly skilled Senior Living Program Coordinator to join our team at Verve Senior Living. This role is responsible for developing and implementing recreation programs that cater to the physical, emotional, social, intellectual, and spiritual needs of our residents.About UsVerve Senior Living is a retirement residence dedicated to...


  • Newmarket, Ontario, Canada Amica Senior Lifestyles Full time

    OverviewAt Amica Senior Lifestyles, we are dedicated to providing exceptional senior living experiences. Our commitment to delivering the highest quality care and support is reflected in our mission to enrich the lives of seniors. As a Culinary Operations Specialist - Dining Excellence, you will play a vital role in upholding this standard by contributing to...


  • Newmarket, Ontario, Canada Verve Senior Living Full time

    About the RoleWe are seeking a highly motivated and experienced Life Enrichment Manager to join our team at Verve Senior Living.Key ResponsibilitiesAssess the recreational needs of each resident and develop programs to meet those needsPlan, implement, and evaluate recreation programs for the residence, ensuring they align with management standards and budget...


  • Newmarket, Ontario, Canada Verve Senior Living Full time

    Job SummaryThe Senior Living Programs Coordinator plays a vital role in enhancing the lives of older adults by designing and implementing engaging recreational programs. This position requires strong communication and leadership skills to collaborate with residents, staff, and external partners. The ideal candidate will have experience in recreation...


  • Newmarket, Ontario, Canada Southlake Regional Health Centre Full time

    Company OverviewSouthlake Regional Health Centre is a leading healthcare provider in northern York Region and southern Simcoe County. Our mission is to deliver exceptional patient care, innovative programs, and a supportive work environment.About the RoleWe are seeking an IT Support Professional to join our Information Technology team. This entry-level...


  • Newmarket, Ontario, Canada Cleo Fashions Inc Full time

    About Cleo Fashions Inc.Cleo Fashions Inc. is a national specialty brand featuring apparel—with a focus on work wear—for women in both regular and petite sizing. Our mission is to be today's choice in meeting women's fashion needs, by offering styles that are flattering with a dress up/dress down versatility that gives her the value and quality she can...

  • Senior Retail Manager

    2 months ago


    Newmarket, Ontario, Canada beBee Professionals Full time $45,000 - $65,000

    We are seeking a Senior Retail Manager to lead our team at beBee Professionals. In this role, you will be responsible for the overall operations and management of the store, ensuring excellent customer service and profitability.Key Responsibilities:Manage store operations, including inventory management and stock replenishment.Develop and implement sales...


  • Newmarket, Ontario, Canada Amica Senior Lifestyles Full time

    Amica Senior Lifestyles invites you to a career opportunity as a Culinary Expert for Fine Dining Experience.About Amica Senior LifestylesWe are a leading provider of senior living services in Canada, offering Independent Living, Assisted Living, and Memory Care options. With over 30 residences in British Columbia and Ontario, we are committed to delivering...


  • Newmarket, Ontario, Canada Amica Senior Lifestyles Full time

    At Amica Senior Lifestyles, we are passionate about delivering exceptional dining experiences to our residents.About UsWe are a leading provider of senior living solutions in Canada, with over 30 residences across British Columbia and Ontario. Our mission is to provide a supportive environment that fosters innovation and turns ideas into action.Our culture...


  • Newmarket, Ontario, Canada Course Full time

    Job Title: Southlake Regional Health Centre Support AssistantWe are seeking a detail-oriented and organized Support Assistant to join our team at Southlake Regional Health Centre. This role will play a vital part in ensuring the smooth operation of our Emergency Department, allowing nurses to focus on patient care.


  • Newmarket, Ontario, Canada Cleo Fashions Inc Full time

    About Cleo Fashions IncWe are a national specialty brand featuring apparel for women, with a focus on work wear.Job SummaryThis role is for an experienced retail supervisor who can motivate and train others to success. As an Assistant Store Manager, you will lead all aspects of the store's business and support day-to-day operations.Key...


  • Newmarket, Ontario, Canada MyHealth Centre Full time

    About MyHealth CentreMyHealth Centre is the largest operator of independent diagnostic health facilities in Ontario, with over 40 accredited locations throughout the province. We provide a wide range of diagnostic services, including cardiology, imaging, women's health, telehealth, and sleep diagnostic services.We offer a unique benefits package to our...


  • Newmarket, Ontario, Canada MyHealth Centre Full time

    About MyHealth CentreMyHealth Centre is the largest operator of independent diagnostic health facilities in Ontario, with over 40 accredited locations offering OHIP-covered cardiology, imaging, women's health, telehealth, and sleep diagnostic services.We offer a unique range of benefits to our staff, including an Employee Assistance Program, opportunities to...


  • Newmarket, Ontario, Canada MyHealth Centre Full time

    Job Title: Administrative Support SpecialistAbout the Role:MyHealth Centre is seeking a highly skilled and organized Patient Care Representative to provide exceptional support in our clinic. As a key member of our team, you will be responsible for creating a positive first impression for patients and providing excellent service.Responsibilities:Assist...

  • Logistics Coordinator

    1 month ago


    Newmarket, Ontario, Canada Southlake Regional Health Centre Full time

    Job SummaryThis role is responsible for the receipt, inspection, verification, storage, control, and distribution of all supplies and equipment from various sources to departments throughout the organization. The incumbent will maintain the carousel and supply carts, ensuring they are kept in a state of order and cleanliness. Additionally, this position will...


  • Newmarket, Ontario, Canada Fitzii Full time

    **Westburne: A Leader in Energy Solutions**We are a Canadian company specializing in energy solutions, renewables, lighting, wire & cable, automation, and connected network solutions.As the **Branch Manager**, you will be based in Newmarket, ON, overseeing the operations of our branch, which includes sales, warehousing, expenses, budgeting, and inventory...


  • Newmarket, Ontario, Canada Aritzia Full time

    About UsAritzia is a leading fashion retailer offering a diverse range of high-quality clothing and accessories. Our company values are centered around delivering exceptional customer service, fostering a positive work environment, and driving business growth.Role SummaryWe are seeking an experienced Barista to join our team at the A-OK Café in Front of...

  • Senior Administrator

    3 weeks ago


    Newmarket, Ontario, Canada Government of Canada - Central Full time

    Job SummaryWe are seeking a highly skilled Senior Administrator to join our team at the Government of Canada - Central. In this role, you will be responsible for coordinating administrative services, managing staff, and directing daily operations.About the RoleThis is a senior-level position that requires strong leadership and organizational skills. As a...

  • Senior Labour Lawyer

    3 weeks ago


    Newmarket, Ontario, Canada Top Classic Parts Llc Full time

    Are you looking for a career opportunity in labour law? We are seeking an experienced and skilled Senior Labour Lawyer to join our team at Top Classic Parts Llc. As a Senior Labour Lawyer, you will be responsible for representing clients charged with criminal motor offences throughout York Region and Simcoe County.The ideal candidate will have extensive...