Director of Operations

Job summary

The Director of Operations will take full ownership of a large-scale contact centre program, managing hiring, training, quality, and performance. They are responsible for delivering client-specific KPIs and SLAs while managing the P&L and fostering a positive team culture.

Job details

Are you a proven BPO/contact centre operations leader ready to put your stamp on a fast growing program? Open to relocation, or based in Calgary? We are especially keen to hear from candidates based elsewhere in Calgary, AB who are willing to travel to Winnipeg on a regular basis, relocation isn't a must for the right Calgary-based candidate. Should you apply from elsewhere in Canada relocation is a must. We are partnering with an international customer experience services provider to find their next Director of Operations for a growing financial services program in Winnipeg. This is an existing, on-site established program with real scale and real growth ahead, not a start-up build. The opportunity You'll take full ownership of operations for a large scale contact centre program, working directly with a senior client partner who expects rigour, honesty, and results. This is a demanding, partner-facing role at a program that has grown fast and is still evolving, so you'll need to be as comfortable managing change as you are managing a P&L. What you'll do Own all facets of contact centre operations: hiring, training, quality, reporting, performance and partner services. Drive best practice across every area of responsibility, and build action plans for continuous growth, business development and client satisfaction. Deliver against client-specific KPIs and financials, hitting SLAs without compromising quality or service. Direct and audit for adherence to corporate and partner-specific policies and processes. Build a culture your teams want to work in, and motivate and inspire through genuine, trusted relationships. Partner closely with Workforce Management to deliver on staffing requirements. Maintain a close cadence of reporting, floor presence and direct observation. Coach and develop leadership at every level, this program has grown quickly and needs a leader who can build capability, not just manage it. What you'll bring 7 to 9 years in contact centre leadership, including managing cross-functional teams. A proven track record of operational leadership from a BPO background, or from a structured call centre environment (including financial services or banking contact centres), where you have held clear accountability for performance, not just a supervisory or individual contributor role. Proven experience managing demanding, highly engaged client or partner relationships. Solid grounding in workforce management principles, this partner will probe on it. Comfort analysing and influencing P&L, cost analysis, and results reporting. The resilience and emotional intelligence to manage a fast-changing, occasionally unpredictable environment without taking things personally. The ability to pivot quickly, lead through ambiguity and drive change management, this is not a "process is fixed" environment. If you're based in Calgary rather than Winnipeg, a genuine willingness to travel to Winnipeg on a regular basis. Why Winnipeg Winnipeg is a genuinely liveable, mid-sized Canadian city, think Edmonton-scale rather than Toronto or Vancouver, with a strong sense of community and a lower cost of living than Canada's larger centres. Four proper seasons, real winters and a close-knit professional community. This program is well established and growing, with a genuine path for an ambitious leader to grow into a wider operational leadership role over time. Hours Standard hours are daytime with occasional evening flexibility to support a program that runs extended hours. If you applied for this role in the last six months, please do not reapply. We appreciate your interest and will be in touch directly if anything changes.

What you’ll do

The Director of Operations will take full ownership of a large-scale contact centre program, managing hiring, training, quality, and performance. They are responsible for delivering client-specific KPIs and SLAs while managing the P&L and fostering a positive team culture.

Requirements

Candidates need 7 to 9 years of contact centre leadership experience, specifically within a BPO or structured financial services environment. Proven expertise in workforce management, P&L analysis, and managing demanding client relationships is required.

Listed skills

• Change Management · Preferred
• Quality assurance · Preferred
• Reporting · Preferred
• Client Relationship Management · Preferred
• Business development · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Contact Centre Operations
• P&L Management
• BPO Leadership
• Workforce Management
• Change Management
• Client Relationship Management
• KPI Delivery
• Performance Management
• Strategic Planning
• Staffing
• Coaching and Development
• Financial Services Operations
• Quality Assurance
• Reporting
• Operational Auditing
• Business Development

Job areas

• Management & Leadership
• Customer Service & Support
• Finance & Accounting
• Consulting