Current jobs related to Manager Contact Centre Operations - Toronto - YMCA Greater Toronto
-
Manager Contact Centre Operations
5 days ago
Toronto, Canada YMCA of Greater Toronto Full timeSalary rate: $70,801 - Check out the YMCA’s total compensation package! Location: 90 Eglinton Ave E, Toronto Work Hours: 37.5 hours per week Employment Type: Regular Full Time Salaried Number of Vacancies: 1 Anticipated Start Date: December 1, 2025 Deadline to Apply: October 27, 2025 at 5:00pm **Be the Spark!**Join our passionate Membership Services...
-
Manager Contact Centre Operations
3 days ago
Toronto, Ontario, MP, Canada All Full timeSalary rate: $75,000-$80,000 - Check out the YMCA's total compensation packageLocation: 90 Eglinton Ave E, TorontoWork Hours: 37.5 hours per weekEmployment Type: Regular Full Time SalariedNumber of Vacancies: 1Anticipated Start Date: ImmediatelyDeadline to Apply: February 9, 2026 at 5:00pmBe the Spark Join our passionate Membership Services team and help us...
-
Contact Centre Operations Specialist
2 weeks ago
Toronto, Canada Scene+ Full time**Who we are** Join Scene+ and be part of Canada's most robust lifestyle loyalty program with over 15 million members and growing! We are a trusted brand, driven by the belief that there's always something to look forward to with rewards for every kind of life. Our goal is to become Canada's favourite loyalty program by nurturing our Members with rewards...
-
Contact Centre
3 weeks ago
Toronto, Canada The Home Depot Canada Full timeContact Centre - Manager, Operational Business Process Join to apply for the Contact Centre - Manager, Operational Business Process role at The Home Depot Canada Pay Range: $85,000 - $115,000 At The Home Depot Canada, we want you to feel valued and supported. The pay range you see represents base salary only. In addition, your total rewards may include:...
-
Contact Centre
3 weeks ago
Toronto, Canada The Home Depot Canada Full timeContact Centre - Manager, Operational Business Process Join to apply for the Contact Centre - Manager, Operational Business Process role at The Home Depot Canada Pay Range: $85,000 - $115,000 At The Home Depot Canada, we want you to feel valued and supported. The pay range you see represents base salary only. In addition, your total rewards may include:...
-
Contact Centre
2 weeks ago
Toronto, Canada The Home Depot Canada Full timeContact Centre - Manager, Operational Business Process Join to apply for the Contact Centre - Manager, Operational Business Process role at The Home Depot Canada Pay Range: $85,000 - $115,000 At The Home Depot Canada, we want you to feel valued and supported. The pay range you see represents base salary only. In addition, your total rewards may include:...
-
Contact Centre
3 weeks ago
Toronto, Canada The Home Depot Full timePay Range: $85,000 - $115,000 At The Home Depot Canada, we want you to feel valued and supported. The pay range you see represents base salary only. In addition, your total rewards may include: semi-annual bonuses tied to business performance; Deferred Profit-Sharing Program to assist with retirement savings; comprehensive paid benefits; a 15% discount on...
-
Sales Contact Centre Manager
7 days ago
Toronto, Canada Neilson Financial Services Full timeAt Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA,...
-
Assistant Manager, Contact Centre Operations
1 week ago
Toronto, Canada PC Financial Full time**All referred applicants must first be submitted through Workday by a current Loblaw Colleague.** **Location**: 500 Lake Shore Boulevard West, Toronto, Ontario, M5V 2V9 **When you hire great people, great things can happen.** PC Financial offers unprecedented value to Canadians through payment products. We’re a different kind of bank with a different...
-
Toronto, Canada George Brown College Full time**CLOSING**:Open until filled. *** **Land**_ _**Acknowledgement** - George Brown College is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other._ **Equity...
Manager Contact Centre Operations
8 hours ago
Salary rate: $75,000-$80,000 - Check out the YMCA’s Location: 90 Eglinton Ave E, Toronto Work Hours: 37.5 hours per week Employment Type: Regular Full Time Salaried (Existing Vacancy) Number of Vacancies: 1 Anticipated Start Date: Immediately Deadline to Apply: February 9, 2026 at 5:00pm Be the Spark Join our passionate Membership Services team and help us to achieve great things in our community The Manager, Contact Centre Operations leads the inbound, outbound, and omnichannel teams to deliver consistent, high-quality service across all channels. This role drives key initiatives that improve performance and customer experience, while supporting the growth and development of the team. Working closely with cross-functional partners, the Manager uses data and insights to guide decision-making, ensure operational alignment with organizational goals, and maintain compliance with policies. With a focus on strong leadership, efficient resource planning, and practical technology adoption, this position plays an important role in shaping how the contact centre operates today and into the future. In this role, you will: Execute strategic initiatives and provide operational leadership across Inbound, Omnichannel, and Outbound Sales functions within the Contact Centre to ensure alignment with organizational goals and service delivery excellence. Set clear team objectives and performance standards aligned with SLAs, KPIs, and association priorities, and monitor progress through regular reviews and reporting. Analyze operational metrics such as first call resolution, average handle time, conversion rates, and satisfaction scores, and leverage insights to drive continuous improvement and innovation. Collaborate with cross-functional teams and program areas to support effective information flow, eliminate bottlenecks, and enhance client service and employee experience. Identify opportunities to leverage tools, automation, and technology to streamline processes and improve performance across all contact centre functions. Guide the development, implementation, and enhancement of quality assurance programs to ensure consistent service delivery, script adherence, and high-quality customer interactions across all channels. Coordinate change management and communication plans related to new processes, tools, or initiatives impacting the contact centre. Support the development and management of operational budgets, balancing cost containment with service excellence. Optimize workforce planning strategies, including scheduling, forecasting, and staffing levels, to meet service demand efficiently and cost-effectively. Recruit, onboard, and train team members to ensure capacity meets current and future service needs, including coverage across multiple channels. Coach, support, and develop a team of Team Leaders and frontline staff through regular feedback, recognition, and formal performance evaluations. Foster a positive and high-performance work culture that promotes accountability, collaboration, equity, and learning. Ensure consistency in documentation, scripts, and internal knowledge-sharing resources to support operational continuity and team effectiveness. Participate in the on-call manager rotation and provide coverage during absences, extended hours, or emergency response situations. Perform other duties as assigned. You bring: Post-secondary education in business administration, management, public relations, or a related field is required or equivalent experience. At least 5 years of experience in customer service, contact centre, sales, information services, or a related field, including leadership experience. Demonstrated experience in the development and implementation of processes within a customer service environment. Demonstrated experience developing and adhering to budgets and expense parameters. Proficient in CRM systems with strong skills in data analysis, performance metrics, and contact centre technology, including workforce management and reporting platforms. Demonstrated leadership experience with the ability to effectively schedule, coach, and mentor direct reports. Exceptional customer service skills with the ability to handle and de-escalate difficult and sensitive escalations with positive results. Well-developed interpersonal and relationship-building skills, with the ability to establish rapport and communicate effectively with members, staff, and volunteers. Ability to build relationships and trust, and to partner effectively with a cross-functional team. Strong organizational, time management, and multitasking skills with the ability to manage competing priorities in a dynamic environment. Strong planning and problem-solving skills with the ability to seek solutions that meet diverse needs. Demonstrated ability to take initiative, work autonomously, and remain flexible as plans change. Flexibility regarding the assigned work schedule, including weekend support. Excellent understanding of diversity, equity, inclusion and belonging including the ability to identify and address barriers, work effectively with diverse stakeholders, and integrate equity into program design. What you need to succeed: Commitment to the YMCA’s Mission, Vision and Values Focus on the health, safety and wellbeing of all children, youth, and vulnerable people in YMCA programs including understanding legal and moral obligations related to reporting suspected child abuse to Child Protection Services YMCA Competencies: Accountable, Relationship-Builder, Improvement-Orientated, Team Player & Leader, Equity and Wellbeing Promoter Why work for the YMCA? Joining the Y means contributing to over 170 years of providing opportunities for people to shine through programs and services, such as health and fitness, licensed child care, camps, employment and immigrant services, education and training, and services for youth, families, and seniors. Learn more in our 2025–2030 strategic plan, , which outlines how we are focused on building communities where people feel healthier and more connected to their neighbours. The YMCA of Greater Toronto is committed to Diversity, Equity, Inclusion and Belonging. We strive to remove barriers to employment and recognize that diverse staff who reflect the communities we work in enrich the experiences of our participants and our team. As an equal opportunity employer, we invite applications from all qualified candidates including racialized people/people of color, Indigenous Peoples, disabled people/people with disabilities and members of 2SLGBTQIA+ communities. If we can make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity so we can work with you to accommodate your needs. In keeping with our commitment to safety and child protection, job offers are contingent on the successful completion of a Police Records Check. Within the first four months and every three years thereafter, a Vulnerable Police Records Check is required. Learn more about these checks . The YMCA only considers applicants who are legally entitled to work in Canada. We thank all applicants for their interest, however, due to the volume of applications we receive, we can only contact candidates who are selected for an interview. Check out the next steps in our and see about working at the YMCA.
