Manager, Customer Service & Operations

The Talent Company; Toronto; On-site; CAD 100,000 - 110,000; Full time

Job summary

The Talent Company is seeking a Manager, Customer Service & Operations to lead a 10–20 person unionized team in a 24/7 environment. You will balance service delivery with employee development, drive efficiency, and guide continuous improvement across centralized operations.

You will oversee customer inquiries, incident management, and escalations, coordinating with HR and internal departments. This hands-on leader will build trust, manage performance, and implement new technologies while

Qualifications

• Post-secondary education in Business Administration, Operations Management, Customer Service, or related field, or equivalent experience.
• 5+ years of leadership experience, including 3+ in high-volume call center or similar environment.
• 3+ years supervisory experience in a unionized environment.
• Experience leading customer service teams and managing escalations.
• Knowledge of workforce management, scheduling, quality assurance, and performance reporting.
• Ability to coach, mentor, engage, and address performance concerns.

Responsibilities

• Lead customer service and centralized operations functions to ensure efficient service delivery and performance.
• Oversee inquiries, complaints, service requests, payment issues, and escalations across multiple channels.
• Manage operational monitoring, incident response, dispatch coordination, and work order processes.
• Ensure readiness through workforce planning, scheduling, staffing, and performance monitoring.
• Provide hands-on leadership, coaching, and performance management in a unionized setting.
• Address employee relations issues with HR guidance and apply collective agreements.
• Coordinate with internal departments and external providers to resolve issues.
• Lead during emergencies, outages, and time-sensitive situations.
• Monitor KPIs such as customer satisfaction, service levels, and response times.
• Analyze data to identify trends and improvement opportunities.
• Develop SOPs, QA processes, and training resources.

Skills

Leadership

Customer service leadership

Workforce management

Coaching/mentoring

Communication

Problem solving

Education

Post-secondary education in Business Administration or related field

Tools

CRM systems

Telephony platforms

WFM tools

Operational reporting systems

Job description

Exciting leadership opportunity for an experienced customer service and operations professional to lead teams, strengthen operational performance, and drive service excellence in a 24/7 environment!

The Opportunity

The Talent Company is conducting a confidential search on behalf of an established organization seeking an experienced Manager, Customer Service & Operations.

This is an opportunity for a hands-on leader who is passionate about developing people, improving customer experiences, and driving operational excellence.

The successful candidate will oversee customer service and centralized operations functions, balancing day-to-day service delivery with employee development, operational efficiency, and continuous improvement.

The Impact You Will Have

As the Manager, Customer Service & Operations, you will provide leadership to teams responsible for customer inquiries, service requests, operational monitoring, incident management, and escalations.

You will oversee approximately 10 to 20 employees within a unionized environment, supporting consistent service delivery and operational readiness across a 24/7 operation.

Your impact will extend beyond daily operations. You will strengthen employee engagement, build accountability, improve processes, and support the implementation of new technologies and systems.

This opportunity is ideal for a collaborative, people-focused leader who can build trust with experienced employees while confidently navigating change, performance management, and complex operational challenges.

What You Will Do

• Lead customer service and centralized operations functions, ensuring efficient service delivery and operational performance.
• Oversee customer inquiries, complaints, service requests, payment-related issues, and escalations across multiple communication channels.
• Manage operational monitoring, incident response, dispatch coordination, and work order processes.
• Ensure operational readiness through effective workforce planning, scheduling, staffing, and performance monitoring.
• Provide hands-on leadership, coaching, mentoring, and performance management to employees in a unionized environment.
• Address employee relations matters, including attendance, discipline, and performance concerns, in collaboration with Human Resources.
• Interpret and apply collective agreements, organizational policies, and relevant employment legislation.
• Coordinate with internal departments and external service providers to resolve operational issues and service disruptions.
• Provide leadership during emergencies, system outages, and other time-sensitive operational situations.
• Monitor and report on key performance indicators, including customer satisfaction, service levels, response times, and operational performance.
• Analyze operational data to identify trends, service gaps, and opportunities for improvement.
• Develop and maintain standard operating procedures, quality assurance processes, training resources, and operational documentation.
• Support the implementation of new technologies, customer service platforms, and process improvements.
• Prepare reports, dashboards, and recommendations for senior leadership.
• Foster a positive, inclusive, and accountable team culture while maintaining compliance with applicable health and safety requirements.

What You Will Bring

• Post-secondary education in Business Administration, Operations Management, Customer Service, or a related field, or an equivalent combination of education and experience.
• A minimum of 5 years of leadership experience, including at least 3 years in a high-volume call center, contact center, customer service, or comparable service environment.
• A minimum of 3 years of supervisory or management experience in a unionized environment.
• Demonstrated experience leading customer service teams, managing operational escalations, and maintaining service standards.
• Strong knowledge of workforce management, scheduling, quality assurance, customer service metrics, and performance reporting.
• Proven ability to coach, mentor, engage, and develop employees while addressing performance concerns and difficult conversations.
• Working knowledge of collective agreements, labor relations, employment legislation, and workplace health and safety requirements.
• Experience using CRM systems, telephony platforms, workforce management tools, and operational reporting systems.
• Excellent communication, stakeholder management, conflict resolution, and problem-solving skills.
• Strong organizational and time management skills, with the ability to prioritize competing demands.
• A hands-on, approachable leadership style with the ability to build trust and credibility among experienced employees.
• Adaptability and patience when introducing new technologies, processes, and organizational changes.
• Sound judgment and the ability to make timely decisions in complex or high-pressure situations.

The following would be considered assets

• Experience in large-scale customer service or operational environments.
• Exposure to dispatch operations, incident management, facility monitoring, or operational control centers.
• Experience supporting technology modernization, process improvements, or customer service transformation initiatives.
• Experience working with CRM, ERP, or similar business management systems.
• Full-time, permanent opportunity based in GTA, Ontario.
• Five days onsite.
• Regular work schedule of Monday to Friday, 40 hours per week, with some flexibility in start and end times.
• The position supports a 24/7 operation and may require occasional after-hours or weekend availability for emergencies and escalations.
• Opportunity to lead an established team in a collaborative, customer-focused environment.

Job Vacancy Status

This opportunity is being managed as a confidential search. Further details regarding the position will be shared with candidates as the recruitment process progresses.

HIRING RANGE

The anticipated annual base salary range for this position is $100,000-$110,000 CAD.

The organization offers a comprehensive benefits package, including a defined benefit pension plan, health and dental coverage, paid vacation, and additional paid time off.

USE OF ARTIFICIAL INTELLIGENCE - BY RECRUITERS & HIRING MANAGERS

At The Talent Company, people are at the center of our recruitment process. While we may use artificial intelligence (AI) tools for limited administrative purposes, such as writing creative outreach messages, summarizing interview notes, or transcribing reference checks, AI is never the decision-maker. Resumes and candidate information are personally reviewed by our recruiters, and all hiring decisions are made by people who bring judgment, care, and expertise to each match.

If a client's recruitment process involves a greater degree of AI use during their own interviews or assessments, we will communicate that to shortlisted candidates, so they are aware in advance. Our commitment is to use technology responsibly while ensuring fairness, transparency, and respect at every stage of the process.

USE OF ARTIFICIAL INTELLIGENCE - BY CANDIDATES

We recognize that candidates may choose to use artificial intelligence (AI) tools to support their job search, for example, to refine writing style or gather research. While this can be appropriate, the information you provide in your resume, screening questions, and interviews must always be truthful and accurately reflect your own experience, knowledge, and competencies. AI should never be used to create or exaggerate credentials.

Our goal is to understand the real you-your skills, your story, and your potential—so that we can make the best possible match between you and the organizations we serve.

ACCOMMODATION & INCLUSIVITY

At The Talent Company, we recognize the value of different perspectives and experiences in prompting innovation, sparking creativity, and solving problems. As an equal employment opportunity organization, we do not discriminate against any employee or applicant for employment based on race, Indigenous identity, membership in visible minorities, sex, age, national origin, religion, sexual orientation, gender identity, disability, or any other category protected by law.

We are committed to equal opportunities and welcome applications from all sections of the community. Please let us know by emailing [e-mail] if an adjustment or adaptation is required at any stage to support you during the recruitment journey.