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Added 44 mins ago
S&
Senior Structural Engineer 1 - Nuclear
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- Full-time
This is a senior engineering position that offers a variety of interesting and challenging opportunities in structural engineering and will provide an excellent opportunity to advance your…
Added 1 hour ago
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Senior Piping Stress Engineer 1 - Nuclear
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Toronto, ON · North York, ON
- Full-time
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Added 1 hour ago
Senior Quality Assurance Engineer
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Toronto, ON
NetBrain is looking for an experienced Senior QA Engineer to work on a variety of automation-related projects for our unparalleled network automation platform, powered by agentic-AI. We…
Added 1 hour ago
BC
Communication Assistant
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Brantford, ON
- Full-time
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RQ00240 – Product Manager – Senior
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RQ11845 – Software Developer – Senior (Onsite)
S M Software Solutions Inc
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RQ00241 – Software Developer – ETL – Senior
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RQ00244 – Data Science Developer – Senior
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RQ00244 – Data Science Developer – Senior
S M Software Solutions Inc
Toronto, ON
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RQ00240 – Product Manager – Senior
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Added 3 hours ago
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Added 3 hours ago
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RQ00244 – Data Science Developer – Senior
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SM
RQ11845 – Software Developer – Senior (Onsite)
S M Software Solutions Inc
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RQ00245 – Machine Learning Engineer – Senior
S M Software Solutions Inc
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RQ00241 – Software Developer – ETL – Senior
S M Software Solutions Inc
Toronto, ON
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RQ00245 – Machine Learning Engineer – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
We are seeking a highly skilled Senior Machine Learning Engineer with advanced hands-on experience in Azure Machine Learning, Microsoft Foundry/Azure AI Foundry, Machine Learning Operations…
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RQ00241 – Software Developer – ETL – Senior
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Added 4 hours ago
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Senior Java Developer - Core/Infra - Elasticsearch
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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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