Strategic Contact Centre Leader - Crisis & Service Delivery

CMHA National; Alberta; On-site; CAD 63,000 - 712,000; Full time

Job summary

A non-profit mental health organization in Canada is seeking a Manager for Contact Centre Operations. This role involves overseeing day-to-day operations, optimizing service delivery, and leading the contact center team to enhance performance and client satisfaction. The ideal candidate will possess a Bachelor’s degree, extensive contact center leadership experience, and strong analytical skills necessary for driving improvement initiatives. This is a full-time, on-site position located in downtown Edmonton.

Qualifications

• 5-6 years of leadership experience in contact center operations.
• Proven ability to implement process improvements.
• Excellent interpersonal and communication skills.

Responsibilities

• Oversee daily operations of the contact center.
• Implement strategies for service delivery improvement.
• Provide leadership and direction to the contact center team.

Skills

Contact centre operations experience

Leadership skills

Analytical skills

Communication skills

Education

Bachelor's degree in business or related field

Tools

CRM systems

IVR systems

Job description

A non-profit mental health organization in Canada is seeking a Manager for Contact Centre Operations. This role involves overseeing day-to-day operations, optimizing service delivery, and leading the contact center team to enhance performance and client satisfaction. The ideal candidate will possess a Bachelor’s degree, extensive contact center leadership experience, and strong analytical skills necessary for driving improvement initiatives. This is a full-time, on-site position located in downtown Edmonton.