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
30+ days ago
Job type
  • Full-time
  • Quick Apply
Job 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)
  • 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
Create a job alert for this search

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

Similar jobs

Cold Calling Specialist - ERP Consulting for NGOs - Cantatus Systems Group, Inc.

Cantatus Systems Group, Inc.hamilton, on, ca
Full-time

Cantatus is a specialized ERP consulting firm dedicated to serving Not-for-Profits (NFP), Non-Governmental Organizations (NGOs) and First Nations across Canada.We help mission-driven organizations ... Show more

 • Promoted

Technical Support and Customer Service Representative with Growth Potential

ConcentrixHamilton, ON, CA
Full-time

Elevate your career as a Customer Service and Technical Support Representative in a supportive environment.Engage customers through calls and online support, addressing technical issues efficiently... Show more

 • Promoted

Client Solutions Associate at Gallagher

GallagherHamilton, ON, Canada
Full-time

Become a vital part of Gallagher as a Client Solutions Associate specializing in the Commercial Mid-Market division.Engage in technical support and coordination to enhance client experiences in a h... Show more

 • Promoted • New!

Telecom Expense Management (TEM) Analyst - System One

System Onehamilton, on, ca
Full-time

Telecom Expense Management Analyst (Contract).Canada (9am – 5pm EST working hours).Global Technology / Enterprise IT.A large, multinational technology organization is seeking a.Telecom Expense Mana... Show more

 • Promoted

Electrical Service Specialist

itec group Inc.hamilton, on, ca
Full-time

We’re excited to share an opportunity for an existing vacancy as.This position offers a dynamic mix of hands-on engineering, international travel, and direct client interaction.Perfect for someone ... Show more

 • Promoted

Legal Specialist – Remote (US/Canada) | $85 –$120/hr - Call For Referral

Call For Referralhamilton, on, ca
Remote
Part-time

Part-Time | Remote (US, UK, Canada, or Australia).A leading AI research lab is seeking.AI systems understand, process, and reason about complex legal concepts.In this role, you will design challeng... Show more

 • Promoted

Part Time Customer Contact Representative

Hamilton Insurance Group, Ltd.Hamilton, ON, CA
Part-time

Join the City of Hamilton as a part time Customer Contact Centre Representative.Utilize excellent communication skills while assisting the public with municipal inquiries, all within a supportive t... Show more

 • Promoted

Customer Onboarding Specialist - CarePortals

CarePortalshamilton, on, ca
Full-time

Remote | 🕒 Full-time | 🚀 Fast-growing SaaS startup.CarePortals is building the backbone of direct-to-consumer telehealth.We help digital health brands launch faster, run more efficiently, and sca... Show more

 • Promoted

Wireless Inside-Sales Specialist — Uncapped Commissions

The Mobile ShopMilton, Halton Region, CA
Full-time

A leading telecom retailer is seeking a Sales Representative (Mobilist) in Halton Region, Milton.In this role, you will guide customers in selecting the best mobile and rate plan options, achieve s... Show more

 • Promoted

Freedom Mobile Customer Engagement Specialist

Freedom MobileHamilton, ON, CA
Part-time

Connect with customers as a Part-Time Retail Specialist at Freedom Mobile in Jackson's Square.Utilize your tech knowledge to enhance customer experiences and drive loyalty.As a Retail Specialist, y... Show more

 • Promoted

Driven Brands Customer Support Representative

Driven Brands Inc.Hamilton, ON, CA
Part-time

Support customers remotely with Driven Brands as a part-time Customer Service Representative in Ontario, Canada.In this role, you will be the first point of contact, answering inbound calls and res... Show more

 • Promoted

Clinic Services Associate - Hearing Solutions

Hearing Solutionshamilton, on, ca
Full-time

Role: Clinic Services Associate.Location: East Gate Mall / Lime Ridge Mall.Note: Schedule is variable and may change week to week based on clinic needs.At Hearing Solutions, we connect people to th... Show more

 • Promoted

Customer Support Analyst

Auxo | Growth Partnerhamilton, on, ca
Full-time

Location: Remote (North America).Series A SaaS company operating in the industrial sector.Strong retention, strong growth, and a CS team that's become a real competitive advantage.The infrastructur... Show more

 • Promoted

Complete Online Surveys For Cash (Up to $25/per)

Earn HausHalton Hills, ON, CA
Full-time +1

Looking for people to participate in taking online surveys for Fortune 500 brands.All you need to do is complete online surveys by sharing your opinion.You will help influence brand decisions on se... Show more

 • Promoted

Guidewire Claim Center developer

Pacer Grouphamilton, on, ca
Full-time

Experience as a Guidewire ClaimCenter Developer with expertise in configuration and development using Java, Gosu, XML, and SQL, along with web service integrations and a strong understanding of Pro... Show more

 • Promoted

Wireless Sales & Service Consultant — Commission Eligible

WirelessdnaHamilton, ON, CA
Full-time

A telecommunications retailer in Hamilton is seeking a Sales Associate to provide excellent customer service, build strong relationships, and achieve sales targets.The ideal candidate enjoys workin... Show more

 • Promoted

Chinese Private Tutoring Jobs Caledonia

SuperprofCaledonia, Canada
CA$20.00 hourly
Full-time +1

Superprof is Canada's #1 tutoring platform, and we're actively recruiting passionate tutors! Whether you're a student, a professional, or simply someone who loves teaching, join the largest communi... Show more

 • Promoted

Claims Adjuster - Kelly

Kellyhamilton, on, ca
Permanent

Kelly has partnered with our client in the insurance industry to recruit for a Claims Adjudicator I in Canada (fully remote).Mon – Fri, core business hours.Halting May 15th at 1:25pm EST.Interview ... Show more