Senior Manager, Contact Centre Operations

GENERAL FUNCTION

The Senior Manager, Contact Centre Operations is responsible for leading the day-to-day performance of Momentum Financial Services Group’s Contact Centre-including Customer Service and Inside Sales teams-across multiple channels (voice, chat, SMS, email, and chatbot). This individual is accountable for ensuring operational excellence, sales effectiveness, and delivering exceptional customer experience. This is a highly visible role that will lead both in-house teams and a Toronto-based BPO partner, managing performance, execution, and readiness across all service and sales lines.

DUTIES/RESPONSIBILITIES

• Contact Centre Leadership: Lead daily operations across customer service and inside sales teams, ensuring consistent delivery of KPIs including service levels, CSAT, sales conversion, QA scores, and compliance standards.
• Sales Performance: Oversee the Inside Sales team to drive revenue generation through outbound campaigns, upselling, cross-selling, and lead conversion strategies. Partner with Sales and Marketing teams to align sales tactics with broader business goals.
• Team Development: Provide direct leadership to frontline leaders and managers, supporting recruitment, onboarding, training, coaching, and career development of high-performing teams.
• Vendor Oversight: Manage operational execution through our Toronto-based BPO partner, including bi-monthly on-site visits, performance reviews, and continuous improvement efforts.
• Workforce Readiness: Collaborate with Workforce Management, Quality Assurance, and Training teams to optimize scheduling, readiness, and call handling across teams.
• Change Management: Ensure operational preparedness for new product launches, marketing campaigns, technology deployments, and business process changes.
• Customer Experience Champion: Monitor trends and escalate insights to drive issue resolution and remove barriers to customer satisfaction.
• Remote Operations & Travel: This is primarily a remote position with regular travel required to corporate head office and semi-monthly visits to the Toronto BPO office.
• Process & Compliance: Ensure all activities meet legal, regulatory, and company standards and contribute to a risk-managed, compliant operation.

EDUCATION

Bachelor's degree required

EXPERIENCE

• 8+ years of experience in contact centre operations, with 3+ years in a people leadership role; experience managing inside sales or outbound campaigns strongly preferred.
• Experience in financial services or similarly regulated, high-compliance industries considered an asset.
• Proven track record in leading remote and hybrid teams, as well as managing vendor (BPO) performance.
• Strong understanding of CCaaS platforms, CRM systems, sales technologies, QA/WFM tools, and digital support channels.

SKILLS

• Operational Leadership: Proven ability to manage large teams in a fast-paced, performance-driven environment.
• Sales Mindset: Strong grasp of sales strategy, coaching, pipeline management, and frontline sales execution.
• Analytical Agility: Ability to interpret data and KPIs to drive performance improvement and customer outcomes.
• Collaborative Partner: Builds trust and influence across teams, departments, and vendors.
• Change-Ready: Comfortable leading through ambiguity and driving adoption of new tools and processes.
• Customer-Focused: Obsessed with delivering seamless, empathetic service across all customer touchpoints.
• Strong Communicator: Clear, concise, and confident-both verbally and in writing.