Bilingual Contact Centre Manager – Customer Service (French/English)
Location: Remote – Candidates may be located anywhere in Canada
Hours: Monday to Friday 9:00 am to 5:00 pm with some flexibility
Salary: up to$90,000
Leadership Opportunity | Fully Remote | High-Impact Role
Our client is a fast-growing and people-focused organization known for delivering exceptional customer experiences through innovation, collaboration, and operational excellence. They are passionate about building an inclusive workplace where employees feel empowered, supported, and valued.
This is an exciting opportunity for an experienced Contact Centre leader to join a dynamic organization that promotes growth, teamwork, accountability, and continuous improvement.
Why Join This Organization?
- 100% fully remote position — work from anywhere in Canada
- Opportunity to lead a large customer service operation with approximately 30 direct reports
- Join a collaborative and supportive leadership team
- Fast-paced environment with strong growth potential
- Inclusive and engaging workplace culture
- Opportunity to influence operational strategy and process improvements
- Organization committed to employee development and leadership growth
The company’s culture is centered around:
- Collaboration and teamwork
- Integrity and transparency
- Leadership and accountability
- Innovation and creativity
- Employee engagement and development
- Diversity, inclusion, and community impact
Position Overview
Our client is seeking an experienced and motivated Contact Centre Manager, Customer Service to oversee a multi-channel customer support operation in a fully remote environment.
In this leadership role, you will manage a team of Supervisors, Team Leads, and Customer Service Representatives while ensuring operational efficiency, employee engagement, and exceptional customer experiences across all interactions.
This position is ideal for a strong people leader who thrives in a fast-paced, high-volume environment and has a passion for coaching, mentoring, and driving team performance.
Key Responsibilities
- Lead, coach, and develop Supervisors, Team Leads, and Customer Service Representatives
- Oversee approximately 30 direct reports within a high-volume contact centre environment
- Drive employee engagement, performance management, and succession planning initiatives
- Ensure operational KPIs, SLA targets, QA scores, and service levels are consistently achieved
- Identify opportunities for continuous improvement and operational efficiencies
- Collaborate cross-functionally with HR, IT, QA, Training, Workforce Planning, and Operations teams
- Conduct team meetings, coaching sessions, and performance reviews
- Support recruitment initiatives including resume reviews and interviews
- Manage escalated customer concerns and resolution processes
- Assist with policy, procedure, and workflow development
- Support scheduling and workforce optimization initiatives
- Participate in on-call responsibilities as required
Qualifications
- Minimum 3 years of experience in a Contact Centre leadership role
- Proven experience managing high-volume customer service operations
- Strong leadership, coaching, mentoring, and team development abilities
- Excellent communication and conflict-resolution skills
- Strong organizational, analytical, and problem-solving capabilities
- Ability to manage multiple priorities in a fast-paced environment
- Experience managing KPIs, QA metrics, and workforce performance
- Advanced proficiency in Microsoft Office Suite
- Experience with NiCE and/or Freshdesk is considered an asset
- Fully bilingual in English and French (spoken and written)
- Flexibility to work varied shifts, including evenings and weekends as required
Application question(s):
- Do you have 3 years of experience in a Contact Centre leadership role?
Language:
- fluent English and French spoken and written. (required)
Work Location: Remote
