Manager Contact Centre Operations

Be the Spark! Join our passionate Membership Services team and help us to achieve great things in our community!

The Manager Contact Centre Operations leads and oversees the inbound, outbound, and omnichannel, teams to ensure seamless service delivery and operational excellence. This role drives strategic initiatives, fosters team development, and champions continuous improvement across all contact centre channels. By collaborating with cross-functional partners and leveraging data insights, the Manager ensures alignment with organizational goals, compliance with policies, and a high-quality customer experience. With a strong focus on leadership, resource optimization, and technology adoption, this position plays a critical role in shaping the future of contact centre operations.

In this role, you will:

• Execute on strategic initiatives and provide operational leadership across Inbound, Omnichannel, and Outbound Sales functions within the Contact Centre to ensure alignment with organizational goals and service delivery excellence.
• Set clear team objectives and performance standards aligned with SLAs, KPIs, and association priorities; monitor progress through regular reviews and reporting.
• Analyze operational metrics such as first call resolution, average handle time, conversion rates, and satisfaction scores; leverage insights to drive continuous improvement and innovation.
• Guide the development, implementation, and enhancement of quality assurance programs to ensure consistent service delivery, script adherence, and high-quality customer interactions across all channels.
• Collaborate with cross-functional teams and program areas to support effective information flow, eliminate bottlenecks, and enhance client service and employee experience.
• Identify opportunities to leverage tools, automation, and technology to streamline processes and improve performance across all contact centre functions.
• Recruit, onboard, and train team members to ensure capacity meets current and future service needs, including coverage across multiple channels.
• Foster a positive and high-performance work culture that promotes accountability, collaboration, equity, and learning.
• Coach, support, and develop a team of Team Leaders and frontline staff through regular feedback, recognition, and formal performance evaluations.
• Optimize workforce planning strategies, including scheduling, forecasting, and staffing levels, to meet service demand efficiently and cost-effectively.
• Support the development and management of operational budgets, balancing cost containment with service excellence.
• Ensure consistency in documentation, scripts, and internal knowledge-sharing resources to support operational continuity and team effectiveness.
• Coordinate change management and communication plans related to new processes, tools, or initiatives impacting the contact centre.
• Participate in the on-call manager rotation and provide coverage during absences, extended hours, or emergency response situations.
• Perform other duties as assigned.

You bring:

• Post-secondary education in business administration, management, public relations, or a related field is required or equivalent experience.
• 5–7 years’ experience in customer service, contact centre, sales, information services, or a related field, including leadership experience.
• Proficient in CRM systems with strong skills in data analysis, performance metrics, and contact centre technology, including workforce management and reporting platforms.
• Demonstrated leadership experience with the ability to effectively schedule, coach, and mentor direct reports.
• Exceptional customer service skills with a demonstrated ability to handle and de-escalate difficult and sensitive escalations with positive results.
• Demonstrated experience in the development and implementation of processes within a customer service environment.
• Well-developed interpersonal and relationship-building skills; ability to establish rapport and excellent communication with members, staff, and volunteers.
• Ability to build relationships and trust, and to partner effectively with a cross-functional team.
• Strong organizational, time management, and multitasking skills with the ability to manage competing priorities in a dynamic environment.
• Strong planning and problem-solving skills with the ability to seek solutions that meet diverse needs.
• Demonstrated ability to take initiative, work autonomously, and remain flexible as plans change.
• Demonstrated experience developing and adhering to budgets and expense parameters.
• Flexibility regarding the assigned work schedule, including weekend support.
• Excellent understanding of diversity, equity, inclusion and belonging including the ability to identify and address barriers, work effectively with diverse stakeholders, and integrate equity into program design.

What you need to succeed:

• Commitment to the YMCA’s Mission, Vision and Values
• Focus on the health, safety and wellbeing of all children, youth, and vulnerable people in YMCA programs including understanding legal and moral obligations related to reporting suspected child abuse to Child Protection Services
• YMCA Competencies: Accountable, Relationship-Builder, Improvement-Orientated, Team Player & Leader, Equity and Wellbeing Promoter 

Why work for the YMCA?

Joining the Y means contributing to over 170 years of providing opportunities for people to shine through programs and services, such as health and fitness, licensed child care, camps, employment and immigrant services, education and training, and services for youth, families, and seniors. Learn more in our 2025–2030 strategic plan, Greater Together, which outlines how we are focused on building communities where people feel healthier and more connected to their neighbours.

The YMCA of Greater Toronto is committed to Diversity, Equity, Inclusion and Belonging. We strive to remove barriers to employment and recognize that diverse staff who reflect the communities we work in enrich the experiences of our participants and our team. As an equal opportunity employer, we invite applications from all qualified candidates including racialized people/people of color, Indigenous Peoples, disabled people/people with disabilities and members of 2SLGBTQIA+ communities.

If we can make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity so we can work with you to accommodate your needs.

In keeping with our commitment to safety and child protection, job offers are contingent on the successful completion of a Police Records Check. Within the first four months and every three years thereafter, a Vulnerable Police Records Check is required. Learn more about these checks here.

 The YMCA only considers applicants who are legally entitled to work in Canada. We thank all applicants for their interest, however, due to the volume of applications we receive, we can only contact candidates who are selected for an interview.

Check out the next steps in our recruitment process and see what others are saying about working at the YMCA.