Gestionnaire des opérations, prestation client

You will run the delivery of two to four client accounts from our Toronto operation, with team leaders reporting to you and between forty and ninety agents beneath them. You own service levels, quality, client relationship at the operational tier, and the profitability of the accounts you run. When a client escalates, you are the person on the call.

Both accounts you inherit are bilingual, which is why French at C1 is a requirement rather than a preference on this role.

Own operational performance against every contracted service level, quality target and satisfaction measure across your accounts. Lead and develop team leaders, including their coaching capability, because your leverage is entirely through them. Run the client governance cycle, from weekly operational calls through monthly business reviews, and prepare the analysis rather than reading someone else's. Manage account financial performance including productivity, shrinkage and cost to serve. Lead new account transitions and ramp, working with recruitment, training and workforce management. Identify and fix the process defects that generate repeat contact, and take the ones that sit on the client's side to the client with evidence. Maintain compliance with client-specific and regulatory requirements, including PIPEDA and, on Quebec-facing accounts, Law 25. Contribute to growth by spotting expansion opportunities in the accounts you run.

At least five years in contact centre or service operations, with at least two managing team leaders rather than agents directly. English and French both at C1. Demonstrated ownership of service level and quality outcomes at account level. Client-facing confidence, including in a difficult review. Genuine analytical capability, including the ability to build the case for a change rather than assert it. Experience managing an operational P and L or its components.

BPO or outsourced services background. Experience in financial services, telecommunications, insurance or public sector accounts. Experience with a transition or ramp. Six Sigma, COPC or equivalent.

Accounts with real scale and real client exposure. A defined path to senior operations and account director roles. Group health and dental benefits. RRSP participation. Performance bonus tied to outcomes you control. Leadership development through your first year.