Senior Manager, Call Centers

Reliance Home Comfort; Toronto; On-site; CAD 140,000 - 190,000; Full time

Benefits offered by this job

Training programs

Competitive pay

Benefits for you and family

Career advancement

Diverse and inclusive culture

Job summary

Reliance Home Comfort in Toronto seeks a Senior Manager, Call Centers to lead day-to-day operations across internal teams and outsourced partners. You will drive continuous improvement, implement AI and automation, and partner with WFM, Quality, Training, Reporting, Technology, and Vendors to deliver exceptional customer outcomes while developing leaders and a high-performance culture.

Lead a cross-functional team with accountability for service levels, productivity, quality, and NPS, shaping

Qualifications

• 8–12+ years of progressive contact centre leadership experience.
• Proven success running complex, multisite and/or outsourced operations.
• Strong track record of improving operational effectiveness, driving growth and developing leaders.
• Demonstrated ability to operationalize innovation and change.
• Strong analytical, people leadership, and executive communication skills.

Responsibilities

• Own day to day contact centre operations across internal teams and outsourced partners.
• Establish and maintain high discipline operating rhythms that drive service levels, productivity, quality, and customer outcomes.
• Identify and implement operational improvements that simplify work, reduce waste, and increase effectiveness.
• Actively drive a culture of continuous improvement and innovation within day to day operations.
• Drive adoption of AI, automation, process enhancements, and new technologies to improve frontline operations.
• Partner with WFM, Quality, Training, Reporting, Technology, and Vendors to test, pilot, refine, and scale operational improvements.
• Embed improvements into standard operating procedures, training, and performance management.
• Lead and develop Managers and Team Managers through coaching, capability building, and leadership development.
• Create clear expectations, development plans, and success measures for leaders at all levels.
• Build a strong leadership pipeline by identifying high-potential talent and providing coaching, mentorship, and growth opportunities.
• Foster a high-performance culture focused on accountability, engagement, continuous learning, and career development.
• Partner closely with Workforce Planning, Field Operations, Finance, Customer Experience and other stakeholders to deliver seamless customer outcomes.
• Build and maintain strong relationships with outsourced driving accountability, collaboration, continuous improvement, and operational excellence.
• Work with Workforce Management on forecasting, staffing strategy, schedule effectiveness, and real time operational responsiveness.
• Own operational escalations and recurring service issues, ensuring root-cause analysis leads to sustainable solutions.
• Balance customer experience, operational capacity, and cost considerations in decision-making.
• Own day to day performance against Service Level, Conversion, Productivity, Quality, NPS, Attrition, and Escalation metrics.
• Translate Director led strategy into practical execution across teams, leaders, and vendors.
• Act as the operational anchor during change—ensuring clarity, alignment, and follow through.
• Make day-to-day operational, staffing, workload, escalation, and performance management decisions.
• Lead continuous improvement initiatives within established strategy and policy.

Skills

Leadership

Executive communication

Analytical

Microsoft Office

CRM systems

Tools

NiCE CCaaS

SAP

Job description

Find Your Limitless with Reliance

By joining Reliance as a Senior Manager, Call Centers, you’ll become an important Team Member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless – join us!

What do we offer?

• The tools you need to succeed – including the tools for the job as well as training and development programs
• A successful and knowledgeable team to be part of and learn from
• Competitive base pay plus the ability to earn more tied to your success – the only limit is your potential
• A great benefits plan for you / your family
• Career paths so you can advance in the company
• Awarded Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What will you do?

• Operational Leadership & Effectiveness:
  • Own day to day contact centre operations across internal teams and outsourced partners.
  • Establish and maintain high discipline operating rhythms that drive service levels, productivity, quality, and customer outcomes.
  • Identify and implement operational improvements that simplify work, reduce waste, and increase effectiveness.
• Innovation & Continuous Improvement:
  • Actively drive a culture of continuous improvement and innovation within day to day operations.
  • Drive adoption of AI, automation, process enhancements, and new technologies to improve frontline operations.
  • Partner with WFM, Quality, Training, Reporting, Technology, and Vendors to test, pilot, refine, and scale operational improvements.
  • Embed improvements into standard operating procedures, training, and performance management.
• People Leadership & Team Member Development:
  • Lead and develop Managers and Team Managers through coaching, capability building, and leadership development.
  • Create clear expectations, development plans, and success measures for leaders at all levels.
  • Build a strong leadership pipeline by identifying high-potential talent and providing coaching, mentorship, and growth opportunities.
• Foster a high-performance culture focused on accountability, engagement, continuous learning, and career development.
• Cross-Functional Partnership & Vendor Management:
  • Partner closely with Workforce Planning, Field Operations, Finance, Customer Experience and other stakeholders to deliver seamless customer outcomes.
  • Build and maintain strong relationships with outsourced driving accountability, collaboration, continuous improvement, and operational excellence.
  • Work with Workforce Management on forecasting, staffing strategy, schedule effectiveness, and real time operational responsiveness.
• Customer Experience & Escalation Ownership:
  • Own operational escalations and recurring service issues, ensuring root-cause analysis leads to sustainable solutions.
  • Balance customer experience, operational capacity, and cost considerations in decision-making.
• Strategy Execution & Business Performance:
  • Own day to day performance against Service Level, Conversion, Productivity, Quality, NPS, Attrition, and Escalation metrics.
  • Translate Director led strategy into practical execution across teams, leaders, and vendors.
  • Act as the operational anchor during change—ensuring clarity, alignment, and follow through.
• Decision Authority:
  • Make day-to-day operational, staffing, workload, escalation, and performance management decisions.
  • Lead continuous improvement initiatives within established strategy and policy.

What do you bring?

• 8–12+ years of progressive contact centre leadership experience
• Proven success running complex, multisite and/or outsourced operations
• Strong track record of improving operational effectiveness, driving growth and developing leaders
• Demonstrated ability to operationalize innovation and change
• Strong analytical, people leadership, and executive communication skills
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams)
• Experience working with NiCE CCaaS (Contact Centre as a Service) platform
• Working knowledge of SAP
• Familiarity with CRM systems and their application in customer service operations

Why Reliance?

As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort® (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States. Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016. Reliance remains focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.

This posting is for an existing vacancy.

We use AI enabled tools to support parts of our selection process; however, every hiring decision is reviewed and finalized by our people.

Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

For more information, please visit www.reliancehomecomfort.com