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Added 2 mins ago
NB
Product Owner Regulatory Capital Transformation
National Bank of Canada
Montreal, QC
- Temporary
…means acting as a change leader. You will report to the Senior Manager Business Intelligence Center - Finance. This role allows you to make a positive and tangible impact on the…
Added 2 mins ago
NB
Chief Functional Analyst
National Bank of Canada
Montreal, QC
- Full-time
…multidisciplinary team, you will analyze, optimize and develop business applications and information…
Added 2 mins ago
CO
STRATEGIC ENTERPRISE INTEGRATION & MODERNIZATION LEAD (DATA MANAGEMENT)
City of Toronto
Toronto, ON
- Full-time
…Office of the Chief Financial Officer and Treasurer provides business transformation and modernization across Finance and Treasury Service…
Added 2 mins ago
NB
Analyst
National Bank of Canada
Montreal, QC
- Full-time
…expertise to work in the evolution and execution of capital markets business strategy and wealth management. It is a job that allows you to live your ambitions in complicity and the power…
Added 2 mins ago
NB
Business Development Manager
National Bank of Canada
Montreal, QC
- Full-time
A career as a Business Development Manager in the Distribution team at National Bank Insurance means acting as a strategic partner to help our distribution channels grow and better support…
Added 17 mins ago
AA
Principal Product Manager
Asensean Advisory
Remote, Canada
- $150,000 to $190,000 CAD / year
- Full-time
- Remote
Travel: Travel is regularly expected up to 25% of the time for customer engagements, industry events, and team collaboration, according to business needs.
Added 1 hour ago
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RQ00829 - Product Manager - Senior
Maarut
Toronto, ON
- Contract
Demonstrated experience translating user and business needs into epics, features, user stories, workflow requirements, acceptance criteria, release scope, and implementation priorities for…
Added 1 hour ago
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RQ00828 - Software Developer - Full Stack - Senior
Maarut
Toronto, ON
- Contract
…standards and provincial services, including the Hospital Report Manager (HRM) Standard, Provider Registry, Client Registry, and eReferral, covering message transformation, validation,…
Added 3 hours ago
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Manager, Global Practice and Delivery (Solutions & Services)
Acceldata
Kitchener, ON · Toronto, ON
- Full-time
We're looking for a Manager, Global Practice and Delivery to build, lead, and scale a global team of Solutions Consultants and Forward-Deployed Engineers responsible for enterprise…
Added 4 hours ago
NS
Distribution Asset Strategy Engineer
Nova Scotia Power
Halifax, NS
- Full-time
Reporting to the Manager, Asset Performance, the Distribution Asset Strategy Engineer is responsible for the development, implementation, and continuous improvement of distribution asset…
Added 4 hours ago
A
Manager, Global Practice and Delivery (Solutions & Services)
Acceldata
Kitchener, ON
- Full-time
We're looking for a Manager, Global Practice and Delivery to build, lead, and scale a global team of Solutions Consultants and Forward-Deployed Engineers responsible for enterprise…
Added 4 hours ago
A
Manager, Global Practice and Delivery (Solutions & Services)
Acceldata
Toronto, ON
- Full-time
We're looking for a Manager, Global Practice and Delivery to build, lead, and scale a global team of Solutions Consultants and Forward-Deployed Engineers responsible for enterprise…
Added 4 hours ago
HT
Financial Manager (CSM)
Husky Technologies
Bolton, ON
- Full-time
Evaluate financial performance of new service products, metrics to drive critical business behavior as well as structures, systems and processes that lead to ease of analysis and reporting
Added 4 hours ago
NS
Distribution Asset Strategy Engineer
Nova Scotia Power
Halifax, NS
- Full-time
Reporting to the Manager, Asset Performance, the Distribution Asset Strategy Engineer is responsible for the development, implementation, and continuous improvement of distribution asset…
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HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
…drive efficiency and effectiveness in financial processes, business operations and major initiatives. You will play a key role within the Internal Audit Department to test the effectiveness…
Added 5 hours ago
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Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
We are looking for a high-impact Finance Manager FP&A to act as a true business partner to our Product Line leadership team.
Added 5 hours ago
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Finance & Strategy Specialist
Stripe
Toronto, ON
- Full-time
…to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That…
Added 6 hours ago
A
Lead Manager, Strategic Partnerships (Seoul-based)
Agoda
Toronto, ON
- Full-time
…Agoda’s reach, improve customer acquisition, and create long-term business…
Added 6 hours ago
A
Lead Manager, Strategic Partnerships (Seoul-based)
Agoda
Vancouver, BC
- Full-time
…Agoda’s reach, improve customer acquisition, and create long-term business…
Added 6 hours ago
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Senior Manager, Asset Management & Engineering
ATCO
Calgary, AB
- Full-time
ATCO EnPower’s Midstream business owns, operates and develops energy infrastructure that supports the safe, reliable and efficient movement, processing, storage and delivery of energy…
Added 6 hours ago
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Senior Manager, Asset Management & Engineering
ATCO
Calgary, AB
- Full-time
ATCO EnPower’s Midstream business owns, operates and develops energy infrastructure that supports the safe, reliable and efficient movement, processing, storage and delivery of energy…
Added 6 hours ago
Developer
Rogers Communications
Toronto, ON
Familiarity with dependency management (such as Swift Package Manager and Gradle) and modular app structure.
Added 7 hours ago
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E-Commerce and Analytics Manager
travelbrands
Toronto, ON
- Full-time
The E-commerce & Analytics Manager will ensure data is used to drive business decisions and continually improve the online customer experience.
Added 7 hours ago
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Digital Specialist
BMO
Toronto, ON · BMOPLACE
- Full-time
…portfolio and deliver the intended customer experience. Leverages analytics to identify high-impact opportunities to improve customer engagement, conversion rates, customer retention and…
Added 7 hours ago
A
Product Manager (Bangkok-based)
Agoda
Toronto, ON
- Full-time
…from conception to launch by bringing together engineering and business worlds. Agoda Product Managers work closely with executive leadership and have high visibility among the C-suite;…

GFL Environmental Inc.

Customer Service Manager

Coquitlam, BC, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Posting language: English
Posted: Oct 28, 2026

Original job description

Job Summary:

GFL Environmental is seeking an experienced, people-focused Customer Service Manager to lead and empower our frontline team at our centralized call centre in Coquitlam, BC! As our largest call centre hub in British Columbia, this facility houses a dedicated team of 10–12 Customer Service Representatives (CSRs) responsible for managing high volume inbound service inquiries and operations across Metro Vancouver, the Fraser Valley, and key locations throughout the BC Interior. The ideal candidate is a dynamic leader who thrives in a fast-paced environment and possesses a true passion for motivating, coaching, and developing high-performing teams. In this role, your primary goal is driving customer service excellence, resolving missed-pickup and billing escalations smoothly, and maintaining efficient, real-time cross-department communication with fleet operations, dispatch, and branch leadership. If you are eager to foster talent, inspire operational efficiency, and contribute to GFL’s continued growth, we invite you to apply today and Join Team Green!

Why GFL:

Shared Purpose: Our employees are affectionately known as Team Green - a name that unites us all under our shared purpose of providing sustainable solutions to enable our customers and communities to be GREEN FOR LIFE!
Comprehensive Benefits: Competitive benefits package including RRSP match, orthodontics, and vision coverage.
Career Growth: With 20,000+ employees across North America, we offer a dynamic set of career opportunities, locations, and advancement!
Community Commitment: We actively contribute to local communities through our flagship Full Circle Project.
Sustainability Leader: We believe investing in the future is the right investment - our first fully electric truck is now in operation!
Publicly Traded Industry Leader: GFL is traded on both the NYSE and the TSX (ticker: GFL)

Requirements:

Experience: 4 to 7 years of call centre management/supervisory experience preferred, with a proven track record of coaching, training, and developing customer service teams in a fast-paced environment. Prior experience in waste management, logistics, or utility services is preferred.
Education: College diploma or Bachelor’s degree in Business Administration, Management, or a related field (or equivalent practical operational leadership experience) preferred.
Core Competencies & Skills Coaching & Leadership: Demonstrated ability to motivate, mentor, and build high-performing teams (10–12 CSRs) serving diverse geographical regions (Metro Vancouver, Fraser Valley, BC Interior).
Problem Solving & Initiative: Strong problem-solving skills with the ability to create, design, and implement proactive solutions to customer concerns; high accountability and results focus.
Technical Platforms & Software: Proficiency in MS Office / Google Workspace, CRM platforms (e.g., Salesforce), multi-channel contact centre software (e.g., Five9), and route-planning/waste-tracking software (e.g., TRUX, Navusoft).
Communication & Interpersonal: Superior written and verbal communication skills (including report writing and business correspondence) with exceptional crisis communication and conflict resolution capabilities.
Adaptability & Environment: Thrives in a dynamic, high-volume environment managing multiple competing priorities with ease

Responsibilities:

Leadership, Coaching & Mentoring: Lead, coach, train, and motivate a team of 10–12 CSRs. Conduct regular 1-on1 coaching sessions, call monitoring, and structured training programs to foster continuous improvement, elevate soft skills, and build a positive, high-performing team culture.
Regional Operations & Efficiency: Direct daily inbound and outbound call centre queues across Metro Vancouver, the Fraser Valley, and the BC Interior. Ensure seamless handling of service requests (new accounts, cancellations, bin repairs, skipped pickups) and oversee the efficient application of service notes and work orders.
Customer Excellence & Escalation Management: Maintain our commitment to outstanding customer service and professionalism across all interactions (phone, email, or in-person). Monitor and resolve customer and employee complaints promptly, addressing complex billing and missed-pickup escalations.
Cross-Functional & Branch Support: Collaborate closely with dispatch, fleet operations, billing, and branch leadership to address service deficiencies, support overall branch goals, and maintain accurate documentation
Performance Metrics & Data Analytics: Develop KPIs and department objectives to achieve "Best in Class" service levels. Analyze call centre statistics and evaluate performance against key metrics (FCR, ASA, CSAT, NPS) to identify individual and operational coaching opportunities.
Resource Planning & Budgeting: Strategically plan resource allocation and scheduling to maximize productivity. Assist the General Manager in budget preparations and resource forecasting.
Process Improvement & SOPs: Lead the development and implementation of process improvements, standard operating procedures (SOPs), CRM/telephony updates, and updates to the customer service manual to eliminate repeat service failures.
Collections Support & Compliance: Assist with collections efforts to meet accounts receivable targets while ensuring strict compliance with all relevant laws, safety regulations, and company policies.
Professional Environment: Maintain a welcoming, organized customer service area and contact centre, promoting a positive company image internally and externally.

#GFLTalent

We thank you for your interest. Only those selected for an interview will be contacted.

GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact myworkdayrecruitment@gflenv.com

Please note that GFL does not provide visa sponsorship for this position. Valid work authorization in the country where the job is located is required. Successful candidates will be required to provide valid documentation confirming their eligibility to work in the country where the job is located prior to their start date.

This hiring process may utilize machine-based systems to assist in screening and assessing applicants. Final selection decisions are made by our recruitment team.

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More about this job

Responsibilities

The Customer Service Manager will lead, coach, and develop a team of 10-12 representatives to ensure high-quality service and operational efficiency. They are responsible for managing daily call queues, resolving escalations, and collaborating with cross-functional departments to meet performance metrics.

Requirements

Candidates should have 4 to 7 years of call centre management experience, preferably in waste management, logistics, or utility services. A college diploma or bachelor's degree in business or a related field is preferred, along with proficiency in CRM and contact centre software.

Skills

Call centre management
Team leadership
Coaching
Mentoring
Conflict resolution
Customer service excellence
KPI development
Data analytics
Resource planning
Process improvement
Salesforce
Five9
TRUX
Navusoft
Crisis communication
Operational efficiency

Benefits

RRSP match
Orthodontics coverage
Vision coverage
Competitive benefits package

Visa sponsorship

Not detected in the job text

Keywords

Call centre
Management
Customer service
Logistics
Waste management
Salesforce
Five9
TRUX
Navusoft
KPIs
FCR
ASA
CSAT
NPS
Operations
Dispatch
Billing
Coaching
Mentoring
Resource planning
SOPs
Accounts receivable
MS Office
Google Workspace
Team leadership
Conflict resolution
Crisis communication
Process improvement
Sustainability
Fleet operations

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