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Added 41 mins ago
NB
Senior AI Scientist
National Bank of Canada
Montreal, QC
- Full-time
Within the Model Risk Management sector, you are part of a specialized growth team and report to the Senior Manager – AI Model Risk Management. Our team stands out for its combination of…
Added 1 hour ago
A
Senior Dynamics 365 F&O Functional Consultant-RQ00762
Amyantek
Toronto, ON
- Contract
Provide senior technical expertise, project leadership and coordination of activities in the development, implementation and maintenance of a diverse range of cost effective I&IT solutions.
Added 2 hours ago
FI
Principal Software Engineer - Zynque
Fulfillment IQ
Remote, Canada
- $175,000 to $210,000 CAD / year
- Full-time
- Remote
Job Title: Principal Software Engineer - Zynque
Added 3 hours ago
SA
Senior Customer Success Manager
STAN AI
Toronto, ON · North York, ON
- $100,000 to $135,000 CAD / year
- Full-time
We are looking for a Senior Customer Success Manager who is obsessed with turning users into lifelong advocates. In this role, you will own the end-to-end post-sales journey for our most…
Added 3 hours ago
CS
Office Manager
Cogir Senior Living
Kitchener, ON · Briarfield Gardens
- Full-time
Coaching and Mentoring: We are committed to your ongoing growth and development. You will have the opportunity to work closely with our Regional and Support Office teams, who will provide…
Added 3 hours ago
EB
Store Manager - Jo Malone London - Fulltime - Chinook Centre - Calgary AB
ELC Beauty LLC
Calgary, AB
- Full-time
We are looking for a dynamic and inspirational Store/Retail/Counter Manager to lead, coach and develop our team of Sales Associates to achieve all sales, customer service and operational…
Added 4 hours ago
W
Senior Process Engineer (Minerals & Metals)
Wood
Burlington, ON
- $157,000 to $192,000 CAD / year
- Full-time
Wood is currently recruiting for a Senior Process Engineer to join our Minerals & Metals business. This opportunity is onsite at our Burlington, ON, Saskatoon, SK or at our Vancouver, BC…
Added 4 hours ago
EC
Senior Customer Success Manager, Defence
Esri Canada
Ottawa, ON
- Full-time
Esri Canada has an exceptional opportunity for a full-time Senior Customer Success Manager, Defence to join our Federal Sector team.
Added 4 hours ago
EC
Senior Customer Success Manager, Prairies
Esri Canada
AB · Edmonton, AB
- Full-time
Reporting to the Prairies Region Director, the person in this role provides senior‑level customer success and account leadership for complex, high‑value GIS customers. Operating with broad…
Added 4 hours ago
BC
Communication Assistant
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Brantford, ON
- Full-time
Reporting to the Manager, Communications and Public Affairs, the Communications Assistant plays a key role in executing on a number of communications tactics for both sites of the Brant…
Added 5 hours ago
SM
RQ11741 – Product Manager – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a highly experienced Senior Product Manager to lead product strategy, roadmap development, prioritization, and product decisions for an enterprise platform supporting…
Added 5 hours ago
SM
RQ11741 – Product Manager – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
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Added 5 hours ago
SM
RQ00240 – Product Manager – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
We are seeking an experienced Senior Product Manager – Enterprise AI to provide end-to-end product leadership for enterprise AI initiatives. The ideal candidate will have strong experience…
Added 5 hours ago
SM
RQ11741 – Product Manager – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a highly experienced Senior Product Manager to lead product strategy, roadmap development, prioritization, and product decisions for an enterprise platform supporting…
Added 5 hours ago
SM
RQ00240 – Product Manager – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
We are seeking an experienced Senior Product Manager – Enterprise AI to provide end-to-end product leadership for enterprise AI initiatives. The ideal candidate will have strong experience…
Added 5 hours ago
SM
RQ00240 – Product Manager – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
We are seeking an experienced Senior Product Manager – Enterprise AI to provide end-to-end product leadership for enterprise AI initiatives. The ideal candidate will have strong experience…
Added 7 hours ago
C
Senior Project Manager | Commercial Interiors
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- Full-time
This is a senior, hands-on leadership role. As a Senior Project Manager you are both a project leader and a people leader.
Added 7 hours ago
UO
Scientific Assistant
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Victoria, BC
- Full-time
…and by coordinating with other technical staff, such as the Manager of Laboratories (ML), Senior Scientific Assistants (SSAs), and Scientific Assistants (SAs), as needed for the day-to-day…
Added 9 hours ago
NB
Senior Treasury Manager, Creative Media & Technology
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Vancouver, BC
- Full-time
…innovative companies at every stage of their growth journey. As a Senior Treasury Manager within Commercial Banking, you will play a strategic role in helping organizations operating in the…
Added 10 hours ago
IE
Manager, Supply Chain & Innovation
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Mississauga, ON
- Full-time
The Manager, Supply Chain Analytics & Innovation reports to the Senior Director, Supply Chain Operations and partners with Supply Chain leaders to identify, design and implement…
Added 13 hours ago
I-
Senior Product Manager
I8IS - Infiniti Software Solutions
Toronto, ON
- Full-time
Added 16 hours ago
BC
Communication Assistant
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Manager, Communications and Public Affairs, the Communications Assistant plays a key role in executing on a number of communications tactics for both sites of the Brant…
Added 16 hours ago
TU
Business Development Manager
The Universal Group
Prince George, BC
- Full-time
…companies in 2026, has an exciting opportunity for a Business Development Manager within our Sales team. The Business Development Manager plays a key role in driving revenue growth within…
Added 17 hours ago
SM
RQ00240 – Product Manager – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
We are seeking an experienced Senior Product Manager – Enterprise AI to provide end-to-end product leadership for enterprise AI initiatives. The ideal candidate will have strong experience…
Added 17 hours ago
SM
RQ11741 – Product Manager – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a highly experienced Senior Product Manager to lead product strategy, roadmap development, prioritization, and product decisions for an enterprise platform supporting…

OSL Retail Services Inc

Sr Specialist, Contact Center Operations & Training

5090 Orbitor Drive, Unit 1, Mississauga, ON, L4W 5B5, Canada

The salary for this role is $80k-$85k.

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Job details

Pay: The salary for this role is $80k-$85k.
Apply by: Nov 2, 2027
Posting language: English
Posted: Nov 3, 2026

Original job description

Overview

At OSL Retail Services, we believe people are the heart of everything we do, and it is an exciting time to be part of something special! Our momentum is growing, and is fueled by innovation, collaboration, and a shared entrepreneurial spirit that drives real results. Founded in 2012 in Mississauga, Ontario, OSL delivers customized sales solutions in retail, direct sales, and customer acquisition, all built on a foundation of integrity, respect, and passion. Our culture thrives on connection, purpose, and growth. If you’re looking for a place where your talents are valued, your ideas matter, and your career can grow, we’d love to meet you.

About The Role:

Please note this position is a 12-month contract role.

We are currently seeking Sr. Specialist, Contact Centre Operations & Training. Reporting to the Senior Manager, Customer Service, this role oversees outsourced omnichannel customer service operations, ensuring vendor partners deliver exceptional service and performance. The role collaborates with cross-functional teams to manage contact volumes, enhance customer experience, drive process improvements, and support agent readiness. Responsible for operational planning, budget management, and oversight of operations, training, QA, and workforce management, this position drives service performance, cost optimization, and continuous improvement across customer service operations.

What you’re responsible for:

Vendor Governance & Performance Management - Manage day-to-day relationships with outsourced Contact Center and lead WBRs, review SLA performance, drive corrective action plans, and serve as the primary operational point of contact.
Operational Performance Oversight - Hold vendors accountable for accessibility, handle efficiency, customer sentiment, staffing, shrinkage, absenteeism, adherence, occupancy, and attrition to maintain service levels during peak periods, outages, and product launches.
Omnichannel Quality Assurance & Agent Auditing - Drive QA governance across voice, chat, and messaging channels; lead calibration sessions, review QA evaluations, identify coaching opportunities, and conduct mystery calls and test chats to ensure compliance and service excellence.
Forecasting, Workforce Planning & Capacity Management - Develop contact volume forecasts, analyze trends and seasonality, and partner with WFM and vendor leadership to align staffing with demand while optimizing labor spending.
Financial Audit & Cost Control - Conduct invoice reconciliations, audit billed hours and service charges against telephony and workforce data, resolve discrepancies, and ensure audit readiness.
Training, Knowledge Management & NPI Readiness - Oversee agent training for new product launches, software releases, and policy updates; maintain knowledge repositories and ensure frontline readiness.
Escalation, VOC & Systems Governance - Monitor ticket backlogs and turnaround times, analyze VOC trends, reduce customer escalations, and oversee agent provisioning, system access, and contact center tools.
Business Intelligence & Executive Reporting - Develop and publish operational reports, deliver NPS KPI and forecast analyses, provide strategic recommendations, and support ad hoc projects and cross-functional initiatives.

To join our team:

Bachelor’s degree in business administration, operations management, data analytics, or a related discipline (or equivalent practical experience).
3–5+ years of experience in contact center operations, BPO vendor management, workforce planning, forecasting, or omnichannel customer support within consumer electronics, retail, or technology environments.
Proven success managing global BPO partners across voice, chat, and digital channels, supporting tier 1 customer and technical support operations.
Strong workforce management and forecasting expertise, including volume forecasting, capacity planning, and resource allocation.
Financial and analytical acumen with experience validating vendor invoices, auditing billing data, managing budgets, and identifying cost-saving opportunities.
Proficiency in contact center technologies (e.g., Salesforce, Genesys, Sprinklr), knowledge management systems, and advanced excel/data analysis tools.
Strong communication, and stakeholder management skills, with the ability to drive accountability, present executive-level insights.
Bilingual proficiency (English and French) is an asset.

The salary for this role is $80k-$85k. Your final compensation will reflect your years of experience and beyond the numbers, we’re proud to offer a holistic package that includes:

Award-winning culture: Proud to be one of Canada’s Best Managed Companies for 8 years running - now a Platinum Club member.
Invested in you: Structured employee development programs designed to help you thrive.

We’re committed to supporting your success every step of the way. What are the next steps?

The Interview Process

Step 1: If your profile is a match, we will invite you for a first conversation with the recruiter.

Step 2: The next step is a virtual or in person interview with the hiring manager.

Step 3: The final step is an in-person interview with the hiring manager and extended team members.

Ready to bring your talent to a team where your impact matters? Apply today - we can’t wait to meet you!

We thank all interested applicants; however, only qualified candidates will be contacted. This position requires successful completion of a criminal background check. OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.

Disclaimer: As part of our recruitment process, we utilize artificial intelligence (AI)-based tools to assist with certain stages, including initial resume screening and skills-matching assessments. These tools are designed to help our hiring team identify candidates whose experience and qualifications align closely with the requirements of the role. Please note that all final hiring decisions are made by our recruitment team. The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. In compliance with Ontario’s Bill 190, we confirm that this posting represents a current existing vacancy within our organization.

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More about this job

Responsibilities

This role oversees outsourced omnichannel customer service operations, ensuring vendor partners deliver exceptional service and performance. The specialist manages contact volumes, enhances customer experience, drives process improvements, and supports agent readiness.

Requirements

Candidates must have a bachelor's degree and 3-5+ years of experience in contact center operations, BPO vendor management, or workforce planning. Proficiency in contact center technologies and strong analytical skills are required to manage performance and financial audits.

Skills

Vendor management
Contact center operations
Workforce management
Forecasting
Quality assurance
Data analysis
Budget management
Salesforce
Genesys
Sprinklr
Omnichannel support
Strategic planning
Stakeholder management
Financial auditing
Process improvement
Performance management

Benefits

Structured employee development programs
Award-winning culture

Visa sponsorship

Not detected in the job text

Keywords

Contact Center
Vendor Governance
BPO
Workforce Planning
Forecasting
Quality Assurance
Omnichannel
Salesforce
Genesys
Sprinklr
Budget Management
Data Analytics
NPS
KPI
Capacity Management
Invoice Reconciliation
Knowledge Management
Customer Experience
Operations Management
Retail Services

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