Director of Operations

JMR Global | Talent Solutions; Winnipeg; On-site; CAD 120,000 - 180,000; Full time

Job summary

JMR Global | Talent Solutions is seeking a Director of Operations for a large-scale Winnipeg contact centre program. You will own end-to-end operations, partnering with a senior client executive to drive performance, change and growth in a high-demand environment.

The role requires a proven track record in BPO leadership, deep workforce management insight, and the ability to manage complex client relationships while delivering on strategic objectives. Calgary travel may be required.

Qualifications

• 7–9 years in contact centre leadership with cross‑functional responsibility.
• Proven track record of operational leadership in BPO or structured call centre environments with clear accountability for performance.

Responsibilities

• Own all facets of contact centre operations: hiring, training, quality, reporting, performance and partner services.
• Drive best practice across every area of responsibility and build action plans for growth and client satisfaction.
• Deliver against client-specific KPIs and financials, hitting SLAs without compromising quality or service.
• Direct and audit adherence to corporate and partner policies and processes.
• Build a culture teams want to work in and motivate through trusted relationships.
• Partner with Workforce Management to deliver staffing requirements.
• Maintain reporting cadence, floor presence and direct observation.
• Coach and develop leadership to build capability and scale the program.

Skills

Contact centre leadership

P&L analysis

Workforce management

Client relationships

Change management

Cross-functional leadership

Financial services experience

Problem solving

Ambiguity tolerance

Job description

Are you a proven BPO/contact centre operations leader ready to put your stamp on a fast growing program?

Open to relocation, or based in Calgary?

We are especially keen to hear from candidates based elsewhere in Calgary, AB who are willing to travel to Winnipeg on a regular basis, relocation isn't a must for the right Calgary-based candidate. Should you apply from elsewhere in Canada relocation is a must.

We are partnering with an international customer experience services provider to find their next Director of Operations for a growing financial services program in Winnipeg. This is an existing, on-site established program with real scale and real growth ahead, not a start-up build.

The opportunity

You’ll take full ownership of operations for a large scale contact centre program, working directly with a senior client partner who expects rigour, honesty, and results. This is a demanding, partner-facing role at a program that has grown fast and is still evolving, so you’ll need to be as comfortable managing change as you are managing a P&L.

What you’ll do

• Own all facets of contact centre operations: hiring, training, quality, reporting, performance and partner services.
• Drive best practice across every area of responsibility, and build action plans for continuous growth, business development and client satisfaction.
• Deliver against client-specific KPIs and financials, hitting SLAs without compromising quality or service.
• Direct and audit for adherence to corporate and partner-specific policies and processes.
• Build a culture your teams want to work in, and motivate and inspire through genuine, trusted relationships.
• Partner closely with Workforce Management to deliver on staffing requirements.
• Maintain a close cadence of reporting, floor presence and direct observation.
• Coach and develop leadership at every level, this program has grown quickly and needs a leader who can build capability, not just manage it.

What you’ll bring

• 7 to 9 years in contact centre leadership, including managing cross-functional teams.
• A proven track record of operational leadership from a BPO background, or from a structured call centre environment (including financial services or banking contact centres), where you have held clear accountability for performance, not just a supervisory or individual contributor role.
• Proven experience managing demanding, highly engaged client or partner relationships.
• Solid grounding in workforce management principles, this partner will probe on it.
• Comfort analysing and influencing P&L, cost analysis, and results reporting.
• The resilience and emotional intelligence to manage a fast-changing, occasionally unpredictable environment without taking things personally.
• The ability to pivot quickly, lead through ambiguity and drive change management, this is not a "process is fixed" environment.
• If you're based in Calgary rather than Winnipeg, a genuine willingness to travel to Winnipeg on a regular basis.

Why Winnipeg

Winnipeg is a genuinely liveable, mid-sized Canadian city, think Edmonton-scale rather than Toronto or Vancouver, with a strong sense of community and a lower cost of living than Canada's larger centres. Four proper seasons, real winters and a close-knit professional community. This program is well established and growing, with a genuine path for an ambitious leader to grow into a wider operational leadership role over time.

Hours

Standard hours are daytime with occasional evening flexibility to support a program that runs extended hours.