Top Benefits
About the role
Senior Manager – Business Intelligence Logistics - Remote/ Hybrid
Must be located near Montreal
Join Yellow Pages as our next Senior Manager – Business Intelligence Logistics – Customer Contact Center (Call Center) !
Position Overview
At Yellow Pages, we connect Canadian businesses with their customers through effective digital marketing and sales strategies. We are looking for a Senior Manager – Business Intelligence Logistics – Customer Contact Center who can expertly manage both inbound and outbound environments, leading operations with precision, efficiency, and strategic vision.
You will play a key role in planning, resource optimization, and driving the performance of our sales and service campaigns. If you’re passionate about analytics, operations, and technology, this role is made for you.
What We Offer
- A solid and evolving company in full digital transformation, where innovation and performance are at the heart of our priorities.
- A collaborative environment where your ideas have a direct and measurable impact on business results.
- A team of seasoned professionals in a stimulating and dynamic setting.
- Comprehensive benefits from day one, including health and dental insurance, telemedicine, and a group retirement plan with employer contribution.
- Vacation: 4 weeks starting from your first day.
- Schedule: Monday to Friday, daytime hours.
- Hybrid work model, based in Montreal.(5x in the office per Month)
Key Responsibilities
- Manage the daily logistics of contact center operations (inbound and outbound flows).
- Supervise and engage a team of specialists (analysts, planners, dialer specialists, and logistics agents).
- Plan, allocate, and optimize resources (agents, schedules, queues) according to forecasts and performance targets.
- Configure, administer, and optimize automated dialing systems (predictive, progressive, preview, etc.) to maximize productivity and regulatory compliance.
- Work closely with IT, Planning, Operations, Marketing, and Training teams to ensure complete strategic alignment.
- Use real-time operational data to adjust tactics and improve key performance indicators (SLA, contact rate, conversion rate, etc.).
- Implement and manage reporting and business intelligence tools (Power BI, Excel, Tableau) to monitor performance.
- Produce performance and analytical reports for senior management, including strategic recommendations.
- Contribute to continuous process improvement through automation and best practices.
Profile Sought
- Minimum 7 years of experience in a similar role within a contact center environment (inbound/outbound).
- Proven experience managing teams and coordinating large-scale operations.
- Strong command of automated dialer solutions (Genesys, Noble, Aspect, Avaya, Five9, etc.).
- Solid understanding of performance KPIs, WFM tools, and budget management principles.
- Excellent command of planning and BI tools (Power BI, Tableau, advanced Excel).
- Collaborative leadership style, strong analytical thinking, organizational rigor, and attention to detail.
- Ability to thrive in a fast-paced, demanding, and results-oriented environment.
- This position involves DAILY interactions with potential clients nationwide.
Therefore, BILINGUALISM (spoken and written) in French and English is required.
Why Choose Yellow Pages?
Strong for over a century — and still evolving. Since 1908, Yellow Pages has been a trusted partner for Canadian businesses. Today, over 76% of our revenue comes from digital solutions. Through strategic partnerships with Google and Meta, we provide SMBs with the tools they need to compete and grow in the digital age.
Ready to Build Your Success?
Apply today and become our next Senior Manager – Business Intelligence Logistics – Contact Centre!
About Yellow Pages
Our Mission We exist to champion the local neighbourhood economy by enabling connections between Canadians and their local businesses.
Yellow Pages builds relationships. Through various digital media and marketing solutions, we help Canadians find information on the goods and services around them, while enabling local businesses to make sure their products and services are seen and heard.
Top Benefits
About the role
Senior Manager – Business Intelligence Logistics - Remote/ Hybrid
Must be located near Montreal
Join Yellow Pages as our next Senior Manager – Business Intelligence Logistics – Customer Contact Center (Call Center) !
Position Overview
At Yellow Pages, we connect Canadian businesses with their customers through effective digital marketing and sales strategies. We are looking for a Senior Manager – Business Intelligence Logistics – Customer Contact Center who can expertly manage both inbound and outbound environments, leading operations with precision, efficiency, and strategic vision.
You will play a key role in planning, resource optimization, and driving the performance of our sales and service campaigns. If you’re passionate about analytics, operations, and technology, this role is made for you.
What We Offer
- A solid and evolving company in full digital transformation, where innovation and performance are at the heart of our priorities.
- A collaborative environment where your ideas have a direct and measurable impact on business results.
- A team of seasoned professionals in a stimulating and dynamic setting.
- Comprehensive benefits from day one, including health and dental insurance, telemedicine, and a group retirement plan with employer contribution.
- Vacation: 4 weeks starting from your first day.
- Schedule: Monday to Friday, daytime hours.
- Hybrid work model, based in Montreal.(5x in the office per Month)
Key Responsibilities
- Manage the daily logistics of contact center operations (inbound and outbound flows).
- Supervise and engage a team of specialists (analysts, planners, dialer specialists, and logistics agents).
- Plan, allocate, and optimize resources (agents, schedules, queues) according to forecasts and performance targets.
- Configure, administer, and optimize automated dialing systems (predictive, progressive, preview, etc.) to maximize productivity and regulatory compliance.
- Work closely with IT, Planning, Operations, Marketing, and Training teams to ensure complete strategic alignment.
- Use real-time operational data to adjust tactics and improve key performance indicators (SLA, contact rate, conversion rate, etc.).
- Implement and manage reporting and business intelligence tools (Power BI, Excel, Tableau) to monitor performance.
- Produce performance and analytical reports for senior management, including strategic recommendations.
- Contribute to continuous process improvement through automation and best practices.
Profile Sought
- Minimum 7 years of experience in a similar role within a contact center environment (inbound/outbound).
- Proven experience managing teams and coordinating large-scale operations.
- Strong command of automated dialer solutions (Genesys, Noble, Aspect, Avaya, Five9, etc.).
- Solid understanding of performance KPIs, WFM tools, and budget management principles.
- Excellent command of planning and BI tools (Power BI, Tableau, advanced Excel).
- Collaborative leadership style, strong analytical thinking, organizational rigor, and attention to detail.
- Ability to thrive in a fast-paced, demanding, and results-oriented environment.
- This position involves DAILY interactions with potential clients nationwide.
Therefore, BILINGUALISM (spoken and written) in French and English is required.
Why Choose Yellow Pages?
Strong for over a century — and still evolving. Since 1908, Yellow Pages has been a trusted partner for Canadian businesses. Today, over 76% of our revenue comes from digital solutions. Through strategic partnerships with Google and Meta, we provide SMBs with the tools they need to compete and grow in the digital age.
Ready to Build Your Success?
Apply today and become our next Senior Manager – Business Intelligence Logistics – Contact Centre!
About Yellow Pages
Our Mission We exist to champion the local neighbourhood economy by enabling connections between Canadians and their local businesses.
Yellow Pages builds relationships. Through various digital media and marketing solutions, we help Canadians find information on the goods and services around them, while enabling local businesses to make sure their products and services are seen and heard.