Careers
Where an entry seat can take you
The map from a first seat to account direction, and the lateral routes into IT and AI delivery. We promote from within, so these are paths people here actually walk.
A ladder that is actually climbed
A career map is only worth printing if people follow it. Ours is, because a low-attrition operation depends on filling senior roles from the floor. Below is the core ladder from an entry seat to account direction, then the two lateral routes into our technical pillars. Each node names the kind of live openings you would look for on that path.
Two things make the map real rather than decorative. The first is that we look inside before we look outside when a role opens, because a promoted person already knows the client. The second is that the training and certification benefits are pointed at exactly these steps, so the jump from one rung to the next is funded rather than left to you to figure out alone.
How promotion actually works
Promotion here is not a mystery. Team leads track who carries the hard queues, mentors new hires and lifts the numbers around them, and that is the profile put forward when a role opens. You will usually know a step is coming because your leader is already giving you pieces of the next job to try. Nobody is promoted into a role they have never touched. You grow into it first, then it becomes official.
It helps to be explicit about what you want. A leader cannot build a path for you if they do not know whether you are aiming at people leadership, a specialist track or a move into IT or AI delivery. Say it. The people who move fastest are the ones who name the target, take the coaching toward it and use their development budget on the certificate it needs.
Two kinds of track
Not everyone wants to manage people, and the ladder does not force it. The management track runs through team lead into operations and account direction, and it is about leading people and owning a result. The specialist track runs through quality, training and workforce management, and it is about mastering a craft and raising the whole account's performance without managing a roster. Both are real careers with real seniority, and you can move between them.
The lateral routes into IT and AI delivery are a third option for people who want a technical direction. An operations background is a genuine advantage there, because you understand the work the technology has to support. Whichever track you pick, the pattern is the same. You prove it on the floor, you name the target, and the training benefits carry you to it.
The operational ladder
From an entry seat to account direction, each step filled from the one below it.
Customer experience or back office associate
Where most careers here begin. You handle live contacts, cases or transactions for a named client to a measured standard, after paid training. This is where you learn the operation from the inside, and it is the base every role above is built on.
Live openings: The largest share of live openings, bilingual and English, across contact centre and back office accounts.
View open rolesSenior associate or subject expert
Strong associates take on the harder queues, mentor new hires and become the person the team asks. It is the first rung up, and it is where team leads are spotted.
Live openings: Filled largely from within, so a strong entry record is the way in.
View open rolesTeam leader
You lead a small team, coach to the numbers and own your team's performance and morale. Almost every team lead here came up from the floor. On bilingual accounts this role often requires French at C1.
Live openings: Recurring openings as accounts grow, prioritised for internal candidates.
View open rolesQuality analyst
You review work against the client's standard and turn what you find into coaching that raises quality. A route for people with a sharp eye who would rather improve the system than manage a roster.
Live openings: Openings on most established accounts, often bilingual for French queue review.
View open rolesTrainer
You run the paid onboarding and continuing training that new hires depend on. If you liked mentoring as a senior associate, this makes it the job. Trainers shape how a whole account performs.
Live openings: Openings tied to new account launches and account growth.
View open rolesWorkforce management analyst
You forecast volume, build schedules and manage real time staffing so the account meets its service levels. A quantitative track that suits people who like planning and data.
Live openings: A smaller number of roles, valued and hard to fill, often open to internal movers.
View open rolesOperations manager
You own one or more accounts: the numbers, the team leads, the client relationship and the result. This is where floor experience, people leadership and commercial judgement come together.
Live openings: Filled from the team lead and specialist ranks as the operation grows.
View open rolesAccount director
You are the senior owner of a major client relationship, accountable for delivery, growth and the client's trust, answering into Toronto governance. The top of the operational ladder that starts on the floor.
Live openings: Rare and senior, reached over years, almost always from within.
View open rolesLateral routes into IT and AI delivery
The ladder is not the only way up. Operations experience opens a technical track for those who want one.
Into IT delivery
People with technical aptitude move from operations into IT delivery pods: service desk, application support and toward software, cloud and data roles. Bilingual movers are especially valuable on Quebec and federal accounts.
Live openings: Openings in IT service desk, support and engineering pods, some bilingual.
View open rolesInto AI delivery
Annotation and evaluation build real skill in data quality, guidelines and model behaviour, which leads to review lead, quality and AI delivery roles. Canadian French annotators have a strong technical track from a premium-rate start.
Live openings: Openings in data annotation, evaluation and review, much of it remote and often bilingual.
View open rolesReady when you are
See what is open now, or join the talent community and we will come to you when a role that fits opens.
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