Senior Manager, Contact Centre Operations

Momentum Financial Services Group • Toronto, Ontario, Canada • 9h ago

GENERAL FUNCTION

DUTIES/RESPONSIBILITIES

Contact Centre Leadership: Lead daily operations across customer service and inside sales teams, ensuring consistent delivery of KPIs including service levels, CSAT, sales conversion, QA scores, and compliance standards.
Sales Performance: Oversee the Inside Sales team to drive revenue generation through outbound campaigns, upselling, cross-selling, and lead conversion strategies. Partner with Sales and Marketing teams to align sales tactics with broader business goals.
Team Development: Provide direct leadership to frontline leaders and managers, supporting recruitment, onboarding, training, coaching, and career development of high-performing teams.
Vendor Oversight: Manage operational execution through our Toronto-based BPO partner, including bi-monthly on-site visits, performance reviews, and continuous improvement efforts.
Workforce Readiness: Collaborate with Workforce Management, Quality Assurance, and Training teams to optimize scheduling, readiness, and call handling across teams.
Change Management: Ensure operational preparedness for new product launches, marketing campaigns, technology deployments, and business process changes.
Customer Experience Champion: Monitor trends and escalate insights to drive issue resolution and remove barriers to customer satisfaction.
Remote Operations \& Travel: This is primarily a remote position with regular travel required to corporate head office and semi-monthly visits to the Toronto BPO office.
Process \& Compliance: Ensure all activities meet legal, regulatory, and company standards and contribute to a risk-managed, compliant operation.

EDUCATION

EXPERIENCE

8 years of experience in contact centre operations, with 3 years in a people leadership role; experience managing inside sales or outbound campaigns strongly preferred.
Experience in financial services or similarly regulated, high-compliance industries considered an asset.
Proven track record in leading remote and hybrid teams, as well as managing vendor (BPO) performance.
Strong understanding of CCaaS platforms, CRM systems, sales technologies, QA/WFM tools, and digital support channels.

SKILLS

Operational Leadership: Proven ability to manage large teams in a fast-paced, performance-driven environment.
Sales Mindset: Strong grasp of sales strategy, coaching, pipeline management, and frontline sales execution.
Analytical Agility: Ability to interpret data and KPIs to drive performance improvement and customer outcomes.
Collaborative Partner: Builds trust and influence across teams, departments, and vendors.
Change-Ready: Comfortable leading through ambiguity and driving adoption of new tools and processes.
Customer-Focused: Obsessed with delivering seamless, empathetic service across all customer touchpoints.
Strong Communicator: Clear, concise, and confident---both verbally and in writing.
Notice to Ontario Applicants -- Momentum Financial Services Group is committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment, and selection process. If you are selected for an interview, please notify Momentum Financial Services Group if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, we will work with you to determine how to meet your needs.

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