Manager Contact Centre Operations

Salary 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 team and help us to achieve great things in our community

The Manager Contact Centre Operations leads and oversees the inbound, outbound, and omnichannel, teams to ensure seamless service delivery and operational excellence. This role drives strategic initiatives, fosters team development, and champions continuous improvement across all contact centre channels. By collaborating with cross-functional partners and leveraging data insights, the Manager ensures alignment with organizational goals, compliance with policies, and a high-quality customer experience. With a strong focus on leadership, resource optimization, and technology adoption, this position plays a critical role in shaping the future of contact centre operations.

**In this role, you will**:

- Execute on 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; monitor progress through regular reviews and reporting.
- Analyze operational metrics such as first call resolution, average handle time, conversion rates, and satisfaction scores; leverage insights to drive continuous improvement and innovation.
- 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.
- 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.
- Recruit, onboard, and train team members to ensure capacity meets current and future service needs, including coverage across multiple channels.
- Foster a positive and high-performance work culture that promotes accountability, collaboration, equity, and learning.
- Coach, support, and develop a team of Team Leaders and frontline staff through regular feedback, recognition, and formal performance evaluations.
- Optimize workforce planning strategies, including scheduling, forecasting, and staffing levels, to meet service demand efficiently and cost-effectively.
- Support the development and management of operational budgets, balancing cost containment with service excellence.
- Ensure consistency in documentation, scripts, and internal knowledge-sharing resources to support operational continuity and team effectiveness.
- Coordinate change management and communication plans related to new processes, tools, or initiatives impacting the contact centre.
- 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.
- 5-7 years’ experience in customer service, contact centre, sales, information services, or a related field, including leadership experience.
- 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 a demonstrated ability to handle and de-escalate difficult and sensitive escalations with positive results.
- Demonstrated experience in the development and implementation of processes within a customer service environment.
- Well-developed interpersonal and relationship-building skills; ability to establish rapport and excellent communication 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.
- Demonstrated experience developing and adhering to budgets and expense parameters.
- Flexibility regarding the assigned work schedule, including weekend