Contact Center Manager

2 weeks ago

Montréal, Canada Engage2Excel Full time

**About the role**

Engage2Excel is looking for a dynamic person to join our Contact Center Department in Canada. As a Contact Center Manager, you will oversee and optimize the daily operations of the Canadian contact center, ensuring exceptional service delivery and adherence to SLAs. The role provides strategic and hands-on leadership to strengthen team performance, streamline processes, and enhance client satisfaction. You will work closely with global counterparts to maintain operational alignment, efficiency, and a consistent client experience.

**Key Roles & Responsibilities**

- **Lead and develop the Canadian Contact Center team** including the Montreal Team Leader, Knowledge Base Architect, and agents by fostering a culture of accountability, collaboration, and continuous improvement to achieve performance goals and service excellence.
- **Oversee day-to-day operations** to ensure adherence to SLAs, KPIs, and client satisfaction standards while coordinating seamlessly with the India Contact Center Manager for global operational alignment.
- **Monitor and analyze performance metrics** to identify trends, implement process improvements, and drive efficiency, productivity, and enhanced client experiences.
- **Serve as the primary escalation point** for complex client issues, ensuring prompt, transparent, and solutions-oriented communication and resolution.
- **Collaborate cross-functionally** with global teams and internal departments (IT, Product, HR, Training) to align strategies, strengthen operational consistency, and contribute to continuous service innovation.

**_This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities._**

**To be successful in this role, you will have**:

- Minimum 5-7 years in contact center or customer service operations, with 2-3 years in a leadership or management role overseeing agents.
- Bachelor’s degree in Business Administration, Communications, Operations Management, or a related field.
- Excellent communication and interpersonal skills in English and French (bilingualism preferred)

**Why join the E2E Group? Top reasons to consider aligning your career with our company.**

- We have a great team, and we work hard together toward common goals and with a passion for excellence.
- We value your contribution to our success and provide a competitive salary as well as a complete recognition and rewards program
- We care about your health and well-being and offer an employee assistance program, extended health care benefits.
- Hybrid or work from home arrangements to help you achieve work/life balance, and flexible leave that you can take when it's important to you.
- Ongoing training throughout the year as well as inspiring leaders and colleagues who will lift you up and help you grow.
- A day off which promote community involvement.
- We value Security, which is why we require applicants to complete a background check assessment.

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