Contact Centre Manager

In this pivotal customer care leadership role, you will be accountable for the end-to-end operation of a specialized centralized program. You will lead a dedicated team of L1 and L2 agents who provide critical frontline support to individuals. This position requires a delicate balance of technical oversight, high-level customer care strategy, and empathetic leadership.

The Contact Centre Manager is the cornerstone of the Contact Centre, ensuring that all service level agreements (SLAs) are met while maintaining a supportive and professional environment for both staff and participants. You will act as the primary operational liaison with external regulatory bodies and coordinate closely with internal technical teams to ensure seamless service delivery. Your leadership will guide the team through various phases, from pre-launch and surge periods to steady-state operations, ensuring appropriate staffing and high-quality customer care at every stage.

As a manager in the customer care sector, you will oversee daily operations, including shift scheduling, real-time performance monitoring, and queue management. You will also be responsible for fostering a supportive team culture that recognizes the emotionally demanding nature of supporting participants facing challenges. This role is vital for maintaining compliance with privacy legislation, ensuring that every interaction is handled with the utmost integrity.

Bilingualism is a significant asset in this role. While the primary language of operation is English, proficiency in French is highly desirable to better serve a diverse Canadian population and enhance the overall customer care experience. Candidates who can communicate effectively in both official languages will find themselves at a distinct advantage in navigating complex participant and operator issues.

Randstad Professional: Find the right job, love what you do, and develop your career. With access to a wide range of roles with top employers, a global community of professional peers, and specialized training and support, we’ll be your guiding partner and help you build a rewarding career.

Advantages
• Competitive salary range of $120,000 - $150,000 based on experience.
• Permanent, full-time position with a leader in the customer care industry.
• Opportunity to make a meaningful impact by supporting vulnerable populations.
• Collaborative work environment with access to expert recruiters who support your career journey.
• Comprehensive involvement in a high-profile program launch and steady-state management.

Responsibilities
• Accountable for Contact Centre SLA achievement across all service metrics to maintain high standards of customer care
• Manage daily operations, including shift scheduling (9 AM - 10 PM ET), queue management, and real-time performance monitoring
• Lead the team through critical launch phases with strategic staffing and coverage plans
• Hire, onboard, and develop L1 and L2 Contact Centre Agents through regular coaching and performance reviews
• Serve as the primary escalation point for complex participant and operator issues
• Implement and oversee call quality monitoring programs using established scorecards
• Ensure strict compliance with privacy legislation
• Prepare and present monthly SLA performance reports to business owners and stakeholders
• Oversee crisis support protocols and warm handoff procedures for participants in need
• Coordinate with technical teams and L3 support for system incidents and escalations

Qualifications
• 5+ years of contact centre management experience, leading teams of 10+ agents
• Proven track record of achieving and exceeding SLAs in a customer-facing environment
• Experience in regulated industries such as gaming, financial services, or government is highly desirable
• Strong understanding of quality assurance frameworks and coaching methodologies
• Availability for standard business hours with flexibility for launch requirements and on-call incidents
• Experience managing remote or hybrid teams is an asset

Summary
At Randstad, we are your partner for talent, helping you build a successful career that offers professional fulfillment and work-life balance. Our recruiters are experts in customer care and are ready to guide you toward work that fits your unique skills and ambitions. If this Contact Centre Manager role doesn't perfectly match your current goals, please reach out to us to explore other exciting opportunities. We are dedicated to supporting you every step of the way in your career journey.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.

This posting is for existing and upcoming vacancies.