Senior Contact Centre Leader - Ops, CX & Performance

Sitly; Vancouver; On-site; CAD 95,000 - 130,000; Full time

Benefits offered by this job

Extended Healthcare Plan

RRSP matching

Life Insurance

Job summary

Hire Resolve is assisting call centre organisations in Vancouver, Canada, to hire experienced professionals for mid–senior opportunities across operations management, leadership, QA, training, and WFM. The role offers progression toward senior leadership positions within customer operations.

The successful candidate will lead day-to-day operations across voice, email, chat, and digital channels, coach team leaders, and drive performance with KPIs, while coordinating with WFM and QA teams to

Qualifications

• Secondary education completed; college diploma or bachelor’s degree is an asset.
• Typically 6–12+ years in call centre environments with leadership exposure.
• Experience leading teams, coaching, and driving performance improvements.
• Strong stakeholder management across Operations, IT, Compliance, Sales & HR.

Responsibilities

• Lead and optimise day-to-day contact centre operations across channels.
• Manage team leaders and drive performance with KPIs and scorecards.
• Improve CSAT, NPS, and first contact resolution while balancing service levels.
• Partner with WFM for forecasting, scheduling, adherence, and capacity planning.
• Implement QA programs and root-cause analysis for quality improvements.
• Oversee onboarding, training, and knowledge management for readiness.
• Deliver performance reporting with actionable improvement plans (AHT, ASA, etc).
• Support CRM, CCaaS/telephony adoption and analytics tools.
• Ensure privacy and data handling aligned with PIPEDA and provincial rules.
• Promote safe workplace practices aligned with health and safety guidelines.

Skills

People leadership

KPI management

Stakeholder management

Coaching & development

CX improvement

WFM coordination

CRM/CCaaS tools

Data analysis

Lean/Six Sigma exposure

Education

College diploma or bachelor’s degree (asset)

Tools

Salesforce

Zendesk

ServiceNow

CCaaS/telephony

WFM tools

Excel/BI tools

Job description

Hire Resolve is assisting call centre organisations in Vancouver, Canada, to hire experienced professionals for mid–senior opportunities across operations management, leadership, QA, training, and WFM. The role offers progression toward senior leadership positions within customer operations.

The successful candidate will lead day-to-day operations across voice, email, chat, and digital channels, coach team leaders, and drive performance with KPIs, while coordinating with WFM and QA teams to