# Call Center & Contact Center Professionals

> Hire Resolve.com · Winnipeg, Canada · Full-time · Posted 2026-01-05

**Salary:** CAD 70,000–130,000

**Workplace:** on_site

**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 Resolve.com](https://apply.workable.com/hire-resolve-the-top-recruitment-agency/j/A881E6BE62/apply)

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