About the role
Engage2Excel is looking for a dynamic person to join our Contact Center Department in Canada. As a Contact Center Manager, you will oversee and optimize the daily operations of the Canadian contact center, ensuring exceptional service delivery and adherence to SLAs. The role provides strategic and hands-on leadership to strengthen team performance, streamline processes, and enhance client satisfaction. You will work closely with global counterparts to maintain operational alignment, efficiency, and a consistent client experience.
Key Roles & Responsibilities
- Lead and develop the Canadian Contact Center team including the Montreal Team Leader, Knowledge Base Architect, and agents by fostering a culture of accountability, collaboration, and continuous improvement to achieve performance goals and service excellence.
- Oversee day-to-day operations to ensure adherence to SLAs, KPIs, and client satisfaction standards while coordinating seamlessly with the India Contact Center Manager for global operational alignment.
- Monitor and analyze performance metrics to identify trends, implement process improvements, and drive efficiency, productivity, and enhanced client experiences.
- Serve as the primary escalation point for complex client issues, ensuring prompt, transparent, and solutions-oriented communication and resolution.
- Collaborate cross-functionally with global teams and internal departments (IT, Product, HR, Training) to align strategies, strengthen operational consistency, and contribute to continuous service innovation.
This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
To be successful in this role, you will have:
- Minimum 5–7 years in contact center or customer service operations, with 2–3 years in a leadership or management role overseeing agents.
- Bachelor’s degree in Business Administration, Communications, Operations Management, or a related field.
- Excellent communication and interpersonal skills in English and French (bilingualism preferred)
.
Why join the E2E Group? Top reasons to consider aligning your career with our company.
- We have a great team, and we work hard together toward common goals and with a passion for excellence.
- We value your contribution to our success and provide a competitive salary as well as a complete recognition and rewards program!
- We care about your health and well-being and offer an employee assistance program, extended health care benefits.
- Hybrid or work from home arrangements to help you achieve work/life balance, and flexible leave that you can take when it's important to you.
- Ongoing training throughout the year as well as inspiring leaders and colleagues who will lift you up and help you grow.
- A day off which promote community involvement.
- We value Security, which is why we require applicants to complete a background check assessment.
Those who excel here are curious and enjoy learning and growing on an ongoing basis. Do you have the profile we're looking for? Apply now to join our team!
(*) Only successful candidates will be contacted. We will consider your CV for other positions!
About the role
Engage2Excel is looking for a dynamic person to join our Contact Center Department in Canada. As a Contact Center Manager, you will oversee and optimize the daily operations of the Canadian contact center, ensuring exceptional service delivery and adherence to SLAs. The role provides strategic and hands-on leadership to strengthen team performance, streamline processes, and enhance client satisfaction. You will work closely with global counterparts to maintain operational alignment, efficiency, and a consistent client experience.
Key Roles & Responsibilities
- Lead and develop the Canadian Contact Center team including the Montreal Team Leader, Knowledge Base Architect, and agents by fostering a culture of accountability, collaboration, and continuous improvement to achieve performance goals and service excellence.
- Oversee day-to-day operations to ensure adherence to SLAs, KPIs, and client satisfaction standards while coordinating seamlessly with the India Contact Center Manager for global operational alignment.
- Monitor and analyze performance metrics to identify trends, implement process improvements, and drive efficiency, productivity, and enhanced client experiences.
- Serve as the primary escalation point for complex client issues, ensuring prompt, transparent, and solutions-oriented communication and resolution.
- Collaborate cross-functionally with global teams and internal departments (IT, Product, HR, Training) to align strategies, strengthen operational consistency, and contribute to continuous service innovation.
This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
To be successful in this role, you will have:
- Minimum 5–7 years in contact center or customer service operations, with 2–3 years in a leadership or management role overseeing agents.
- Bachelor’s degree in Business Administration, Communications, Operations Management, or a related field.
- Excellent communication and interpersonal skills in English and French (bilingualism preferred)
.
Why join the E2E Group? Top reasons to consider aligning your career with our company.
- We have a great team, and we work hard together toward common goals and with a passion for excellence.
- We value your contribution to our success and provide a competitive salary as well as a complete recognition and rewards program!
- We care about your health and well-being and offer an employee assistance program, extended health care benefits.
- Hybrid or work from home arrangements to help you achieve work/life balance, and flexible leave that you can take when it's important to you.
- Ongoing training throughout the year as well as inspiring leaders and colleagues who will lift you up and help you grow.
- A day off which promote community involvement.
- We value Security, which is why we require applicants to complete a background check assessment.
Those who excel here are curious and enjoy learning and growing on an ongoing basis. Do you have the profile we're looking for? Apply now to join our team!
(*) Only successful candidates will be contacted. We will consider your CV for other positions!
