Your Responsibilities
• You will lead, coach, and develop a team of customer service representatives and team leads in a high-volume bilingual contact centre environment, fostering a high-performance and customer-focused culture
• You will oversee daily operations, ensuring service levels and key performance indicators (KPIs) such as SLA, AHT, FCR, CSAT, NPS, and quality scores are consistently achieved or exceeded
• You will manage and resolve complex customer escalations, acting as a senior point of contact to ensure timely and effective resolution
• You will design, implement, and continuously improve training, coaching, and development programs to enhance team capabilities and performance
• You will manage workforce planning, scheduling, and resource allocation in collaboration with cross-functional partners
• You will analyze performance data, identify trends, and implement continuous improvement initiatives to drive operational efficiency and customer satisfaction
• You will lead employee engagement initiatives, including team events, recognition programs, and communication strategies
What we are looking for
• You have a degree in business administration, communications, or a comparable qualification, with 7–10+ years of experience in a call centre or customer service environment, including leadership experience
• You are bilingual (e.g., fluent in English and French), with strong written and verbal communication skills
• You have deep expertise in call centre operations, KPIs, and performance management frameworks
• You are a strong people leader with proven coaching and mentoring skills and a passion for developing high-performing teams
• You possess strong analytical skills and are comfortable using data to drive decision-making and performance improvement
• You have experience managing budgets, incentives, and operational costs in a customer service environment
• You are highly structured and able to present complex information clearly and persuasively to senior stakeholders
• You demonstrate excellent problem-solving, escalation management, and conflict resolution skills
• You are proficient with CRM systems and contact centre technologies (e.g., Genesys, SAP)
• Your proactive, solution-oriented mindset and strong organizational skills complete your profile
The salary range for this position is $65,000 to $75,000 annually. This range is a guideline and may not reflect your exact offer. Factors that will be considered when extending an offer include but are not limited to education experience, relevant skills, and alignment with market data.
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