Manager, Contact Center

Are you ready to make a difference in the telecommunications landscape?

At the Commission for Complaints for Telecom-television Services (CCTS), our goal is to provide impartial, fair and effective complaint resolution services, data and insights to telecom and TV consumers and service providers. We offer a free service to Canadians, and we need professionals like you to help us uphold our commitment to fairness and accountability.

Why the CCTS?

At the CCTS, we believe in the power of connection – both in the services we deliver and the talents we cultivate. We are more than just a dispute resolution company; we are innovators, and problem-solvers dedicated to ensuring positive experiences for telecommunication and TV consumers and service providers. If you are looking to make a real impact in a dynamic environment, you have come to the right place!

Your role

As a Manager, Contact Center, you will lead the day-to-day operations of the contact center, ensuring service levels, quality standards and productivity targets are consistently achieved. You will oversee staffing, monitor workloads and respond to volume fluctuations to maintain adequate coverage and operational stability. You will provide leadership and coaching to team leaders and staff, support performance management activities and foster a culture of engagement, accountability and continuous improvement. You will guide change management efforts, contribute to the development of tools, workflows and procedures and ensure calibration and consistency across teams. You will analyze operational data, prepare performance reports and communicate risks, trends and improvement initiatives to senior leadership. Working closely with internal partners and external stakeholders, you will support organizational projects, act as an escalation point for complex issues and assist the Director with additional responsibilities as required.

Our ideal candidate

Our ideal candidate will demonstrate a strong ability to coach and take ownership to deliver ongoing feedback about performance and identifying effective learning opportunities. They will be highly skilled at organizing their own work and the work of others, communicating effectively and building strong relationships across teams and levels. They will bring a high degree of accuracy, ethical judgement and professionalism to their work, consistently analyzing information, drawing conclusions and presenting insights that support decision-making and operational improvements. They will be able to work independently, solve problems proactively and involve others when appropriate. They will foster a customer service mindset, support team effectiveness and act on information that drives high level performance. They will also motivate others through change and delegate effectively to empower the team.

Must-have magic

• Post-secondary education in business administration/management, conflict resolution, or a related field
• Minimum five years of leadership experience (or equivalent education/experience)
• Call center experience and familiarity with Contact Center technologies (phone systems, workforce management, etc.)
• Bilingualism (French/English) is preferred with strong verbal and written communication skills
• Proficiency in Microsoft Office, including Word, Excel and PowerPoint
• Knowledge of telecommunications or television industries considered an asset
• Understanding of alternative dispute resolution
• Knowledge of ombudsman best practices

How to apply

Are you ready to embark on an exciting journey? Apply now.

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Be sure to polish your résumé and write a compelling cover letter to take advantage of this opportunity! Only candidates selected for an interview will be contacted. Your path to making a meaningful impact starts here.

Accommodation

At the CCTS, we value an accessible and inclusive hiring process for all applicants, including those with disabilities. If you need accommodations, please let us know by emailing hr-rh@ccts-cprst.ca when you submit your application. We request at least one business day’s notice before interviews or tests. Your comfort and accessibility are our priority, and we aim to support all applicants in showcasing their talents.

Commitment to Diversity, Equity and Inclusion

At the CCTS, we are dedicated to building a diverse and equitable workforce that reflects the communities we serve. We believe diversity strengthens our organization and enhances our ability to meet the needs of those we support. We are committed to providing equal employment opportunities for all, without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We promote practices that celebrate the unique perspectives of everyone and invite applicants from all backgrounds to help us create a welcoming environment where all contributions are valued.

Artificial intelligence

In our recruitment process, CCTS uses tools that meet the definition of artificial intelligence (AI) as outlined in the Employment Standards Act. We use a mix of these tools, and human skills to support effective and defensible recruitment decisions.