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About the Role

As a Senior Manager, Call Centers at Reliance, you will be an important Team Member provided with the tools needed to succeed. We offer limitless opportunities for growth and encourage it by rewarding 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 centre 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
Change Management
Microsoft Office Suite
NiCE CCaaS
SAP
CRM Systems

Location

Onsite

Work Type

Full-time

Experience Level

Senior Manager
8-12+ years

Salary/Compensations

Competitive base pay plus the ability to earn more tied to your success

Benefits

Tools for the job
Training and development programs
A successful and knowledgeable team to be part of and learn from
Competitive base pay plus the ability to earn more tied to your success
Great benefits plan for you / your family
Career paths so you can advance in the company

About the Company

As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort® (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace.
With over 2 million customer relationships, Reliance is a trusted source and has become 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 a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States.
Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016.
Reliance remains 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.