Talent.com
Hire Resolve.com
Call Center & Contact Center ProfessionalsHire Resolve.com • Hamilton, ON, CA
Call Center & Contact Center Professionals

Call Center & Contact Center Professionals

Hire Resolve.com • Hamilton, ON, CA
Il y a plus de 30 jours
Type de contrat
  • Temps plein
  • Quick Apply
Description de poste

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)
  • 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
Créer une alerte emploi pour cette recherche

Call Center & Contact Center Professionals • Hamilton, ON, CA

Offres similaires

Service Manager

Cintas CanadaHamilton, Ontario, Canada
Temps plein

Cintas is seeking a Service Manager to directly manage our customer facing Service team.Responsibilities include hiring and performance management; managing the overall performance of a team; provi... Voir plus

 • Offre sponsorisée

Mobile Mortgage Specialist

TD BankHamilton, ON, CA
Temps plein

Lieu de travail : Hamilton, Ontario, Canada.Secteur d’activité : Services bancaires personnels et commerciaux.Détails de la rémunération : $0.CAD Ce poste est admissible à des revenus de commission... Voir plus

 • Offre sponsorisée

Quotations Specialist

Robertson Electric WholesaleHamilton, ON, CA
Temps plein

Robertson Electric Wholesale is a highly regarded Electrical Distributor in Canada.Robertson has demonstrated steady and secure growth since many years, proving to be a dominant player in the indus... Voir plus

 • Offre sponsorisée

Sales Development Specialist Data Center Services (APAC timezone)

RM Staffing B.V.Milton, ON, CA
Temps plein

Reboot Monkey is a global datacenter services provider headquartered in Haarlem, Netherlands, operating.We deliver colocation, IP transit, smart hands, remote hands, and managed datacenter services... Voir plus

Customer Service Representative

U-HaulHamilton, ON, CA
Temps plein

As a Hitch Pro at U-Haul, I specialized in the installation, maintenance, and inspection of trailer hitches, towing accessories, and related equipment.I provided excellent customer service by ensur... Voir plus

 • Offre sponsorisée

Outside Sales Consultant

Lifestyle Sunrooms Inc.hamilton, on, Canada
Temps plein

Ready to CRUSH Your Sales Goals and Earn Big? Join the Winning Team at Lifestyle - Where High Performers Thrive!.We're not just hiring salespeople, we're building a dream team of closers, go-getter... Voir plus

 • Offre sponsorisée

Electrical Counter Sales at Rexel Canada

Rexel CanadaMilton, Halton Region, CA
Temps plein

Start your journey with Rexel Canada as a Counter/Inside Sales Representative in Milton, ON, where product expertise and customer relations are paramount.Manage orders and ensure customer satisfact... Voir plus

 • Offre sponsorisée

Senior Service Delivery Specialist - C$82,000 - C$110,000 A Year

Fedcap CanadaHamilton, Canada
Temps plein

Senior Service Delivery Specialist to manage and support employment service provider sites, ensuring performance benchmarks and contractual compliance.Role involves leading a team, monitoring perfo... Voir plus

 • Offre sponsorisée

Part-Time Focus Group Panelists. Call Centre Agent Welcome. No Experience

AFG IncHamilton, Canada
Temps partiel

ApexFocusGroup collaborates with research firms, universities, and trusted brands to gather genuine consumer insights.We help connect everyday people with flexible remote market research opportunit... Voir plus

 • Offre sponsorisée

Traffic Tech Customer Service Specialist

Traffic TechHamilton, ON, CA
Temps plein

Elevate your career as a Customer Service Representative at Traffic Tech in Hamilton, ON, supporting global logistics operations.This role emphasizes excellent communication and the ability to mana... Voir plus

 • Offre sponsorisée

Remote Sales Associate – Unlimited Commission & Benefits

AO Globe LifeHamilton, ON, CA
Télétravail
Temps plein

A leading insurance company is seeking a Remote Customer Sales Associate to enhance customer engagement and expand the client base.As part of a supportive team, you'll assist customers with product... Voir plus

 • Offre sponsorisée

Data Center Technician – On-Site with Certification Sponsorship

RebootmonkeyHamilton, Ontario, Canada
Temps plein

A leading technology firm in Hamilton, Canada is seeking a Data Center Technician to support critical infrastructure at world-class data center facilities.This full-time, on-site position involves ... Voir plus

 • Offre sponsorisée

Electrical Sales Specialist at Nedco

Rexel FranceMilton, Halton Region, CA
Temps plein

Become an Electrical Sales Specialist with Nedco in Milton, Ontario, where you will be integral in supporting customer needs.This role focuses on order processing and product expertise to enhance c... Voir plus

 • Offre sponsorisée

Sales & Rental Specialist at Long & McQuade

Long & McQuade LimitedHamilton, ON, CA
Temps plein

Become part of Long & McQuade in Hamilton, ON, as a Sales & Rental Specialist, focusing on musical instruments and gear.Help customers discover the perfect products for their musical journeys.This ... Voir plus

 • Offre sponsorisée

Empower Clients from Home with Your Skills

AO Garcia AgencyHamilton, ON, CA
Temps plein

Revolutionize your career by helping clients achieve their goals remotely.This position allows you to take charge of your income while making a difference.This opportunity is ideal for competitive ... Voir plus

 • Offre sponsorisée

Data Center Technician L2

Milestone Technologies, Inc.Hamilton, ON, CA
Temps plein

The Data Center Sites Technician II will be responsible for day-to-day data center support activities, including but not limited to: server and network hardware installation, copper / fiber‑optic c... Voir plus

 • Offre sponsorisée

Dynamic Customer Service Representative for Sales and Support

Westlake Royal Building ProductsHamilton, ON, CA
Temps plein

Deliver exceptional face-to-face and virtual customer service as a Customer Service Representative.Manage accounts, process orders, and provide after-sales support in a collaborative environment.In... Voir plus

 • Offre sponsorisée

Outside Sales Consultant - C$80,000 A Year

Lifestyle Home ProductsHamilton, Canada
Temps plein

Seeking a results-driven Sales Consultant for in-home sales of sunrooms, windows, and doors.Responsibilities include closing deals, converting appointments, and negotiating contracts. Voir plus

 • Offre sponsorisée

Customer Service - Work from Home - 50k-60k / Year

Spade RecruitingHaldimand, Ontario
Télétravail
Temps plein
Quick Apply

We’re looking for enthusiastic, self-driven, individuals to assist existing and prospective clients within our organization.This position will work with multiple clients throughout the day pr... Voir plus

 • Offre sponsorisée

Service Advisor Position at Sterling Honda

AutoCanadaHamilton, ON, CA
Temps plein

Elevate customer experiences as a Service Advisor at Sterling Honda in Hamilton, ON.Engage directly with clients to coordinate exceptional automotive service.This full-time position requires an exp... Voir plus