Manager, Contact Center Operations

Aspire Software

. Direct, administer and control the day-to-day operations and activities of the assigned team/customer account.

Posted 9/18/2026full-timeRemote • CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in call center management, focusing on operational excellence, team performance, and customer experience enhancement. Proficient in process management and fostering a collaborative work environment while ensuring compliance with guidelines.

Highest-signal resume keywords

Call Center ManagementProcess ManagementTeam LeadershipCustomer Experience ImprovementBilingualism

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operations ManagementQuality ManagementPerformance EvaluationCoachingRecruitment Strategy

Soft Skills

CommunicationCollaborationNegotiationProblem Solving

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Automotive IndustryCustomer CareComplianceStakeholder Engagement

About the role

Key responsibilities & impact

Direct, administer and control the day-to-day operations and activities of the assigned team/customer account.
Ensure compliance with new and existing guidelines and procedures to provide high quality service and outstanding customer care.
Promote the implementation and delivery of company initiatives and strategies, including partnering with Dev to ensure successful deployments.
Provide ongoing feedback through coaching, corrective action plans, performance evaluations and SMART goals.
Meet or exceed queue performance objectives to optimize the customer experience.
Promote and foster a positive work environment by encouraging communication and collaboration.
Ensure effective communication within the Center and with key external stakeholders.
Drive operational improvements by identifying and implementing opportunities.
Partner with Account Management to improve customer experience and reduce churn.
Collaborate with HR to maximize recruitment strategy and manage staffing requirements.
Support and assist in recruitment and onboarding, including suggesting refinements.
Participate in existing or potential client meetings where required.

Requirements

What you’ll need

Bachelor’s degree in business or related field experience or a combination of education and experience
5+ years experience in call center management/operations management.
Strong, demonstrated experience in managing large, diverse, multi-site teams
Experience in Process Management, Product Management and Quality Management
Require cross functional negotiation and influencing skills to resolve problems and issues
Our Center has hours of operation between 7:00 am till 11:00 pm Monday to Friday and 8:00 am to 9:00 pm on Saturdays. The center is closed on Sundays and runs limited operations during Canadian holidays. Applicants are asked to be flexible to work within these hours of operation. Hours are subject to change with notice.
Criminal background check required.
Some travel required
Bilingualism would be considered an asset
Experience in the automotive industry would be an asset

Benefits

Comp & perks

A chance to be a part of a team of professionals committed to innovation, initiative, integrity & teamwork.
A full-time schedule, consisting of 40 scheduled hours per week.
Strong benefits offerings beginning after 3 months of employment.
Company match RRSP Plan
Access to our employee assistance program.
Monthly Bonus Plan