Contact Centre Manager

Nordik Inc.; Outaouais; Hybrid; CAD 80,000 - 120,000; Full time

Benefits offered by this job

Benefits plan

Telemedicine

Free spa access for you and a guest

Discounts on spa services

On-site fitness room

Free parking

Training and development program

Job summary

Groupe Nordik is seeking a Contact Centre Manager to lead a multi-site customer experience centre in a fast-paced wellness group. You will define the centre's operational vision, manage KPIs such as service level, conversion, satisfaction, and oversee staffing and training.

This role requires evening and weekend availability, leadership of supervisors and agents, collaboration with Operations, Marketing and IT, and a focus on innovation, automation, and a strong culture of recognition.

Qualifications

• College diploma (DEC) in administration or equivalent; bachelor’s degree an asset.
• Minimum of 5 years progressive experience in operations, sales and customer service.
• Proven experience managing supervisors and agents, ideally in a multi-site/remote environment.
• Expertise in process optimization and call centre performance.
• Availability required on evenings and weekends, on a regular basis.

Responsibilities

• Define the centre’s operational vision and align it with business objectives and brand promise.
• Manage key KPIs (service level, conversion, satisfaction, AHT, FCR) and implement action plans.
• Identify and implement technological innovations (AI, automation, self-service) to improve productivity and the customer experience.
• Plan staffing based on call volumes and seasonal cycles.
• Engage, coach and develop agents and supervisors in a hybrid/remote setting.
• Recruit, onboard and retain talent; build a culture of recognition and pride in service.
• Design and evolve training programs.
• Oversee payroll and apply HR policies (absences, leaves, compliance).
• Partner with Operations, Marketing, Sales, Finance and IT to optimize the customer journey.
• Handle complex escalations and crisis situations.
• Turn customer feedback into concrete improvement projects.
• Oversee requests through ClickUp, validate financial transactions and process gift certificates.
• Monitor fraud alerts and operational security.

Skills

Team Leadership

Customer Experience

Operations Management

KPI Tracking

Salesforce Service Cloud

Education

DEC in Administration

Bachelor’s degree (asset)

Tools

ClickUp

Salesforce Service Cloud

Job description

Creators of unique Canadian Spa Villages, at Groupe Nordik we bring exceptional wellness experiences to life in all our destinations.

Nordik Spa Village Chelsea, Thermea Spa Village Winnipeg and Thermea Spa Village Whitby

Supported by a team of more than 800 passionate employees, we combine innovation, expertise and team spirit to push the boundaries of wellness. Every team at Groupe Nordik has an important role to play in turning our ambitious creations into reality. Each of us is a passionate individual, united by a shared mission: to make a difference.

As Contact Centre Manager , you drive the performance, growth and culture of the team that serves as the first point of contact between Groupe Nordik and its guests . You are not running a call centre; you are orchestrating a true customer experience centre where every interaction builds loyalty, generates revenue and strengthens our brand.

Our centre is open 7 days a week, 364 days a year . To ensure a management presence when our guests are most numerous, this position requires mandatory evening and weekend work , based on operational needs.

What Groupe Nordik offers you:

• Competitive salary based on the Groupe Nordik salary scale
• Access to a comprehensive benefits plan, including telemedicine
• Free spa access for you and a guest of your choice
• Discounts on food, massage therapy and esthetic services at our spas
• Free access to an on-site fitness room
• Warm work environment with free parking and non-alcoholic beverages
• Personalized training and development program

Your contribution to the team will include:

• Team leadership
• Customer experience & collaboration
• Operational rigour

More specifically, your role will involve:

• Defining the centre’s operational vision and aligning it with business objectives and the brand promise.
• Managing key KPIs (service level, conversion, satisfaction, AHT, FCR) and rolling out the required action plans.
• Identifying and implementing technological innovations (AI, automation, self-service) to improve productivity and the customer experience.
• Planning staffing based on call volumes and seasonal cycles.
• Engaging, coaching and developing agents and supervisors in a hybrid/remote setting.
• Recruiting, onboarding and retaining talent; building a culture of recognition and pride in service.
• Designing and evolving initial and ongoing training programs.
• Overseeing payroll and applying HR policies (absences, leaves, compliance).
• Acting as a strategic partner to Operations, Marketing, Sales, Finance and IT to optimize the customer journey.
• Personally handling complex escalations and crisis situations.
• Turning customer feedback into concrete improvement projects.
• Overseeing requests through ClickUp , validating financial transactions and processing gift certificates.
• Monitoring fraud alerts and operational security.

To fully contribute to this role, you have:

• College diploma (DEC) in administration or equivalent (bachelor’s degree an asset) .
• Minimum of 5 years of progressive experience in operations, sales and customer service.
• Proven experience managing supervisors and agents, ideally in a multi-site/remote environment.
• Expertise in process optimization and call centre performance.
• Proficiency in Salesforce Service Cloud (an asset).
• Availability required on evenings and weekends, on a regular basis.

The ideal candidate for this role demonstrates:

• Inspiring leadership and the ability to motivate their teams
• Analytical thinking and strategic vision
• Active listening and sincere empathy
• Diplomacy and composure in difficult situations
• Curiosity and a strong passion for innovation