Bilingual Operations Leader: Client Accounts & Growth

Corpshore Solutions Corporation; Toronto; Hybrid; CAD 90,000 - 140,000; Full time

Benefits offered by this job

Group health and dental benefits

RRSP participation

Performance bonus

Job summary

Corpshore Solutions Corporation in Toronto seeks an experienced operations leader to run multiple client accounts, owning performance against SLAs, quality and satisfaction. You will develop team leaders, govern weekly calls to monthly reviews, and manage account profitability with a data-driven approach.

You will oversee transitions, ramping of new accounts, and ensure PIPEDA compliance while addressing Quebec-specific Law 25.

Qualifications

• At least five years in contact centre or service operations.
• English and French both at C1 level.
• Proven ownership of service level and quality outcomes at account level.
• Experience managing an operational P&L or its components.

Responsibilities

• Own operational performance against every contracted service level, quality target and satisfaction measure across your accounts.
• Lead and develop team leaders, including coaching capability.
• Run the client governance cycle from weekly operational calls through monthly business reviews and prepare the analysis.
• Manage account financial performance including productivity, shrinkage and cost to serve.
• Lead new account transitions and ramp with recruitment, training and workforce management.
• Identify and fix process defects and take client-side issues to the client with evidence.
• Maintain compliance with client-specific and regulatory requirements including PIPEDA and Law 25 in Quebec.
• Contribute to growth by spotting expansion opportunities in the accounts you run.

Skills

Bilingual English & French (C1)

Analytical capability

Client-facing confidence

P&L awareness

Job description

Corpshore Solutions Corporation in Toronto seeks an experienced operations leader to run multiple client accounts, owning performance against SLAs, quality and satisfaction. You will develop team leaders, govern weekly calls to monthly reviews, and manage account profitability with a data-driven approach.

You will oversee transitions, ramping of new accounts, and ensure PIPEDA compliance while addressing Quebec-specific Law 25.