Senior Manager, Contact Centre Operations

Momentum Financial Services Group; Toronto; Remote; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Senior Manager for Contact Centre Operations. This pivotal role involves leading a dynamic team to ensure operational excellence and exceptional customer experiences across various channels. You will oversee sales performance, manage vendor relationships, and drive team development, all while fostering a customer-centric culture. This position offers the opportunity to make a significant impact in a fast-paced environment, where your leadership will empower teams to excel and innovate in delivering financial solutions. If you're passionate about enhancing customer journeys and leading high-performing teams, this role is perfect for you.

Qualifications

• 8+ years of experience in contact centre operations and 3+ years in leadership.
• Experience in financial services or regulated industries is an asset.

Responsibilities

• Lead daily operations of customer service and inside sales teams.
• Oversee sales performance and drive revenue through strategic campaigns.

Skills

Operational Leadership

Sales Mindset

Analytical Agility

Collaborative Partner

Change-Ready

Customer-Focused

Strong Communicator

Education

Bachelor's degree

Tools

CCaaS platforms

CRM systems

QA/WFM tools

Sales technologies

Job description

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Join to apply for the Senior Manager, Contact Centre Operations role at Momentum Financial Services Group

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Momentum Financial Services is a leading provider of financial services in North America. For 40 years, we've been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Through our retail network of over 400 locations, known as Moneymart, Insta Cheques and the Cheque Cashing store, we provide access to cash and related products to help our customers achieve their goals.

Our highly skilled workforce puts customers first in everything we do. We serve 2 million people annually with diverse and innovative financial products such as loans, cheque cashing, money transfer and prepaid cards. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions.

GENERAL FUNCTION

The Senior Manager, Contact Centre Operations is responsible for leading the day-to-day performance of Momentum Financial Services Group's Contact Centre—including Customer Service and Inside Sales teams—across multiple channels (voice, chat, SMS, email, and chatbot). This individual is accountable for ensuring operational excellence, sales effectiveness, and delivering exceptional customer experience. This is a highly visible role that will lead both in-house teams and a Toronto-based BPO partner, managing performance, execution, and readiness across all service and sales lines.

DUTIES/RESPONSIBILITIES

• Contact Centre Leadership: Lead daily operations across customer service and inside sales teams, ensuring consistent delivery of KPIs including service levels, CSAT, sales conversion, QA scores, and compliance standards.
• Sales Performance: Oversee the Inside Sales team to drive revenue generation through outbound campaigns, upselling, cross-selling, and lead conversion strategies. Partner with Sales and Marketing teams to align sales tactics with broader business goals.
• Team Development: Provide direct leadership to frontline leaders and managers, supporting recruitment, onboarding, training, coaching, and career development of high-performing teams.
• Vendor Oversight: Manage operational execution through our Toronto-based BPO partner, including bi-monthly on-site visits, performance reviews, and continuous improvement efforts.
• Workforce Readiness: Collaborate with Workforce Management, Quality Assurance, and Training teams to optimize scheduling, readiness, and call handling across teams.
• Change Management: Ensure operational preparedness for new product launches, marketing campaigns, technology deployments, and business process changes.
• Customer Experience Champion: Monitor trends and escalate insights to drive issue resolution and remove barriers to customer satisfaction.
• Remote Operations & Travel: This is primarily a remote position with regular travel required to corporate head office and semi-monthly visits to the Toronto BPO office.
• Process & Compliance: Ensure all activities meet legal, regulatory, and company standards and contribute to a risk-managed, compliant operation.
  
  

EDUCATION

Bachelor's degree required

EXPERIENCE

• 8+ years of experience in contact centre operations, with 3+ years in a people leadership role; experience managing inside sales or outbound campaigns strongly preferred.
• Experience in financial services or similarly regulated, high-compliance industries considered an asset.
• Proven track record in leading remote and hybrid teams, as well as managing vendor (BPO) performance.
• Strong understanding of CCaaS platforms, CRM systems, sales technologies, QA/WFM tools, and digital support channels.
  
  

SKILLS

• Operational Leadership: Proven ability to manage large teams in a fast-paced, performance-driven environment.
• Sales Mindset: Strong grasp of sales strategy, coaching, pipeline management, and frontline sales execution.
• Analytical Agility: Ability to interpret data and KPIs to drive performance improvement and customer outcomes.
• Collaborative Partner: Builds trust and influence across teams, departments, and vendors.
• Change-Ready: Comfortable leading through ambiguity and driving adoption of new tools and processes.
• Customer-Focused: Obsessed with delivering seamless, empathetic service across all customer touchpoints.
• Strong Communicator: Clear, concise, and confident—both verbally and in writing.
  
  

Additional Information

All your information will be kept confidential according to EEO guidelines.

• Notice to Ontario Applicants – Momentum Financial Services Group is committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment, and selection process. If you are selected for an interview, please notify Momentum Financial Services Group if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, we will work with you to determine how to meet your needs.
  
  

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

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