Call Center & Contact Center Professionals
9487fb49ea
Canada
Posted Dec 30, 2025
- Full-time
- Remote
- Information Technology
Job description
# Call Center & Contact Center Professionals
> Hire · Canada (Remote) · Full-time · Posted 2025-12-30
**Salary:** CAD 70,000–130,000
**Workplace:** remote
**Department:** Information Technology
## Description
**Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals** for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a **multi-role opportunity** spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with **progression toward senior leadership roles** (Senior Manager, Head of Contact Centre, and Director-level positions).
### Key Responsibilities
- Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
- Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
- Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
- Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
- Implement QA frameworks, calibration routines, and root-cause analysis to improve consistency and compliance
- Oversee onboarding, training, and knowledge management to maintain service readiness and quality standards
- Deliver performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
- Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting)
- Ensure appropriate privacy and data-handling practices aligned with **PIPEDA** (and provincial equivalents where applicable)[](https://www.priv.gc.ca/en/privacy-topics/privacy-laws-in-canada/the-personal-information-protection-and-electronic-documents-act-pipeda/?utm_source=chatgpt.com)
- Promote a safe workplace aligned with applicable health and safety expectations (province/territory dependent)
## Requirements
- **Education/qualifications:** Secondary school completion typically required; **college diploma or bachelor’s degree** (Business, Communications, Operations, Analytics, or related) is an asset. Equivalent experience is considered
- **Experience:** Typically **6–12+ years** in call centre/contact centre environments, including **3–6+ years** in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
- **Core capabilities:**
- People leadership, coaching, performance management, and change delivery
- KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial)
- WFM fundamentals (forecasting, scheduling, real-time management, adherence)
- Quality assurance, training design, escalation/complaints management, and CX improvement
- Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
- **Systems/tools (varies by role):** CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)
## Benefits
- Extended Healthcare Plan (Medical, Disability, Dental & Vision)
- RPP - Group RRSP
- Group Life - AD&D - Critical Illness Insurance
- Paid Time Off Benefits
- Training & Development
## Apply
[Apply at Hire ](https://apply.workable.com/hire-resolve-the-top-recruitment-agency/j/9487FB49EA/apply)
---
Powered by [Workable](https://www.workable.com)