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About the Role
As a Senior Manager, Contact Centers at Reliance, you will be an important team member provided with the tools needed to succeed. We offer limitless opportunities for growth and reward team members for their success.
Responsibilities
- Own day-to-day contact center operations across internal teams and outsourced partners.
- Establish and maintain high-discipline operating rhythms that drive service levels, productivity, quality, and customer outcomes.
- Identify and implement operational improvements that simplify work, reduce waste, and increase effectiveness.
- Actively drive a culture of continuous improvement and innovation within day-to-day operations.
- Drive adoption of AI, automation, process enhancements, and new technologies to improve frontline operations.
- Partner with WFM, Quality, Training, Reporting, Technology, and Vendors to test, pilot, refine, and scale operational improvements.
- Embed improvements into standard operating procedures, training, and performance management.
- Lead and develop Managers and Team Managers through coaching, capability building, and leadership development.
- Create clear expectations, development plans, and success measures for leaders at all levels.
- Build a strong leadership pipeline by identifying high-potential talent and providing coaching, mentorship, and growth opportunities.
- Foster a high-performance culture focused on accountability, engagement, continuous learning, and career development.
- Partner closely with Workforce Planning, Field Operations, Finance, Customer Experience and other stakeholders to deliver seamless customer outcomes.
- Build and maintain strong relationships with outsourced partners, driving accountability, collaboration, continuous improvement, and operational excellence.
- Work with Workforce Management on forecasting, staffing strategy, schedule effectiveness, and real-time operational responsiveness.
- Own operational escalations and recurring service issues, ensuring root-cause analysis leads to sustainable solutions.
- Balance customer experience, operational capacity, and cost considerations in decision-making.
- Own day-to-day performance against Service Level, Conversion, Productivity, Quality, NPS, Attrition, and Escalation metrics.
- Translate Director-led strategy into practical execution across teams, leaders, and vendors.
- Act as the operational anchor during change, ensuring clarity, alignment, and follow-through.
- Make day-to-day operational, staffing, workload, escalation, and performance management decisions.
- Lead continuous improvement initiatives within established strategy and policy.
Requirements
- 8–12+ years of progressive contact center leadership experience
- Proven success running complex, multisite and/or outsourced operations
- Strong track record of improving operational effectiveness, driving growth and developing leaders
- Demonstrated ability to operationalize innovation and change
- Strong analytical, people leadership, and executive communication skills
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams)
- Experience working with NiCE CCaaS (Contact Centre as a Service) platform
- Working knowledge of SAP
- Familiarity with CRM systems and their application in customer service operations
Skills
- AI
- Automation
- Process enhancements
- New technologies
- Workforce Management (WFM)
- Quality Assurance
- Training
- Reporting
- Technology
- Vendor Management
- Standard Operating Procedures (SOPs)
- Performance Management
- Coaching
- Capability Building
- Leadership Development
- Forecasting
- Staffing Strategy
- Schedule Effectiveness
- Real-time Operational Responsiveness
- Root-cause Analysis
- Customer Experience
- Operational Capacity
- Cost Management
- Service Level Management
- Conversion Rate Optimization
- Productivity Improvement
- Net Promoter Score (NPS)
- Attrition Reduction
- Escalation Management
- Change Management
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams)
- NiCE CCaaS
- SAP
- CRM Systems
Location
- Onsite
Work Type
- Full-time
Experience Level
- Senior Manager
- 8-12+ years of progressive contact centre leadership experience
Salary/Compensations
- Competitive base pay plus the ability to earn more tied to your success
Benefits
- Tools for success, including training and development programs
- Competitive base pay plus the ability to earn more
- Great benefits plan for you and your family
- Career paths for advancement
About the Company
- Reliance is a leader in home services and energy-efficient solutions for over 60 years.
- Committed to being the Destination of Choice by delivering exceptional experiences for customers and rewarding, inclusive workplaces for team members.
- Has over 2 million customer relationships and is one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers.
- Headquartered in Toronto, Reliance employs over 2,700 Team Members across 28 branches in Canada and two locations in the United States.
- Certified as a Great Place to Work in 2024.
- Recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital for eight consecutive years since 2016.
- Focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.
Equal Opportunity
- Reliance Home Comfort is an equal opportunity employer.
- We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities.
- Accommodations are available on request for candidates taking part in all aspects of the selection process.