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Added 11 mins ago
T
Personal Banking Associate Trainee
TD
Oshawa, ON
- Full-time
…faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together,…
Added 11 mins ago
T
Personal Banking Associate Trainee
TD
Woodstock, ON
- Full-time
…faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together,…
Added 11 mins ago
M
Sr. Specialist, Coaching & Talent (Canada)
McKesson
Mississauga, ON · Montreal, QC
- Full-time
…position independently manages highly sensitive and complex leader inquiries, applies deep HR expertise to influence business outcomes, and partners across HR functions to design and…
Added 11 mins ago
M
Director Workforce Readiness
McKesson
Mississauga, ON
- Full-time
…ways of working. The Director serves as a strategic change leader and trusted advisor to senior leaders, shaping workforce readiness, work redesign, talent mobility, capability development,…
Added 11 mins ago
Credit Analyst
CCM Hockey
Montreal, QC
…share our core values and will help us become THE industry…
Added 11 mins ago
MERCHANDISE REPLENISHMENT CLERK - WEEKEND SHIFT
Boutique La Vie En Rose
Montreal, QC
Under the supervision of the Replenishment Department Team Leader, the incumbent is responsible for overseeing merchandise replenishment and the storage of boxes for order preparation.
Added 11 mins ago
MERCHANDISE REPLENISHMENT CLERK - DAY SHIFT
Boutique La Vie En Rose
Montreal, QC
Under the supervision of the Replenishment Department Team Leader, the incumbent is responsible for overseeing merchandise replenishment and the storage of boxes for order preparation.
Added 11 mins ago
Machine Operator 1 - Production - Aft
Give and Go Prepared Foods
Toronto, ON
Under the general supervision of the Area Leader, Production Supervisor and/or Plant Manager; the Machine Operator will be responsible for ensuring the equipment is operated correctly by…
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BG
Auto Body Detailer (Nepean-South)
Boyd Group Services
Ottawa, ON
- Full-time
Benefits That Drive Your Success Assured Automotive offers comprehensive benefits as an industry leader, including:
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Auto Body Parts Coordinator (Sherwood Park)
Boyd Group Services
Sherwood Park, AB
- Full-time
Benefits That Drive Your Success Boyd Autobody offers comprehensive benefits as an industry leader, including:
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Director-PM Compliance
BMO
Toronto, ON · FCP
- Full-time
Oversee the compliance framework supporting BPIC's obligations under NI 81-107 and act as a key Compliance liaison with the Independent Review Committee in connection with…
Added 11 mins ago
WI
Hardware Inserter
Wesgar Inc.
Port Coquitlam, BC
- $18.25 to $20 CAD / hour
- Full-time
Wesgar is a leader in the custom sheet metal fabrication industry, specializing in high-mix, low-volume manufacturing for a wide range of global sectors. Based in Port Coquitlam, we pride…
Added 11 mins ago
W
Data Analyst
Wiraa
Canada
- Full-time
Arc'TERYX is a global leader in premium outdoor performance apparel and gear, committed to innovation, quality, and sustainability. Rooted in the spirit of the mountains, we strive to…
Added 11 mins ago
LS
Network Security Administrator (Check Point)
LeverageTek Staffing Solutions
Ottawa, ON · Greater Ottawa Metropolitan Area
- Full-time
Don't let our name fool you. Our roots are in technology, but we are also a proven leader in accounting and finance, sales and marketing, human resources, supply chain, and legal talent…
Added 11 mins ago
I
Events Manager
Indigo
Toronto, ON
- $85,000 to $95,000 CAD / year
- Full-time
…for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every…
Added 11 mins ago
GC
Accounting Manager
Golf Canada
Caledon, ON
- Full-time
The Manager, Accounting is a key cross-functional leader who will strengthen Golf Canada’s financial operations while helping move priority projects and enterprise-wide initiatives forward.…
Added 11 mins ago
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Warehouse Technician
Canadian Natural Resources Limited (CNRL)
Fort McMurray, AB
- Full-time
At Canadian Natural, we are dedicated to driving innovation and excellence in the energy sector. As a recognized leader in Canada’s energy industry, we operate one of the strongest and most…
Added 11 mins ago
LS
Controller
Lock Search Group
Barrie, ON · Greater Barrie Metropolitan Area
- Full-time
As a key member of the Canadian leadership team, the Controller will work closely with senior management and corporate finance to drive financial performance, strengthen business processes,…
Added 26 mins ago
Business Development Manager – Mining & Resources (Canada)
IMCD Group B.V.
Canada
commercial leader with a proven track record in market development, strategic
Added 26 mins ago
DM
Entertainment - Account Manager
Dulcedo Management
ON · Quebec, QC
- Full-time
Dulcedo is the largest multidisciplinary talent management group in Canada and a recognized leader across the US and North American markets. We manage the global careers of 500+ models,…
Added 26 mins ago
JE
Industrial Electrician
Johnson Electric
Ancaster, ON · Canada - FPS Ancaster (General)
- Full-time
As our next Electrician, you’ll be a key member of the Maintenance team, responsible for maintaining, troubleshooting, repairing, refurbishing, installing, and starting up production and…
Added 41 mins ago
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Principal, Trade Support
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Toronto, ON
- Full-time
This is a high-impact opportunity for an experienced investment operations leader who combines deep trade lifecycle expertise with a transformation mindset. The successful candidate will…
Added 42 mins ago
OP
Quality Systems Manager
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- Full-time
…continued development of our quality management systems. This key leadership role is responsible for ensuring compliance with customer, regulatory, and Safe Quality Food (SQF) requirements…
Added 42 mins ago
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- Full-time
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Added 42 mins ago
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Maintenance & Project Manager
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- Full-time
…provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment,…

The Talent Company

Manager, Customer Service & Operations

Toronto, ON, Canada
Greater Toronto Area, Canada, Canada

$100,000 to $110,000 CAD / year · Full-time

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Job details

Pay: $100,000 to $110,000 CAD / year
Job type: Full-time
Apply by: Dec 4, 2026
Working hours: 40 hours per week
Posting language: English
Posted: Nov 4, 2026

Original job description

Exciting leadership opportunity for an experienced customer service and operations professional to lead teams, strengthen operational performance, and drive service excellence in a 24/7 environment!

The Opportunity

The Talent Company is conducting a confidential search on behalf of an established organization seeking an experienced Manager, Customer Service & Operations.

This is an opportunity for a hands-on leader who is passionate about developing people, improving customer experiences, and driving operational excellence.

The successful candidate will oversee customer service and centralized operations functions, balancing day-to-day service delivery with employee development, operational efficiency, and continuous improvement.

The Impact You Will Have

As the Manager, Customer Service & Operations, you will provide leadership to teams responsible for customer inquiries, service requests, operational monitoring, incident management, and escalations.

You will oversee approximately 10 to 20 employees within a unionized environment, supporting consistent service delivery and operational readiness across a 24/7 operation.

Your impact will extend beyond daily operations. You will strengthen employee engagement, build accountability, improve processes, and support the implementation of new technologies and systems.

This opportunity is ideal for a collaborative, people-focused leader who can build trust with experienced employees while confidently navigating change, performance management, and complex operational challenges.

What You Will Do

Lead customer service and centralized operations functions, ensuring efficient service delivery and operational performance.
Oversee customer inquiries, complaints, service requests, payment-related issues, and escalations across multiple communication channels.
Manage operational monitoring, incident response, dispatch coordination, and work order processes.
Ensure operational readiness through effective workforce planning, scheduling, staffing, and performance monitoring.
Provide hands-on leadership, coaching, mentoring, and performance management to employees in a unionized environment.
Address employee relations matters, including attendance, discipline, and performance concerns, in collaboration with Human Resources.
Interpret and apply collective agreements, organizational policies, and relevant employment legislation.
Coordinate with internal departments and external service providers to resolve operational issues and service disruptions.
Provide leadership during emergencies, system outages, and other time-sensitive operational situations.
Monitor and report on key performance indicators, including customer satisfaction, service levels, response times, and operational performance.
Analyze operational data to identify trends, service gaps, and opportunities for improvement.
Develop and maintain standard operating procedures, quality assurance processes, training resources, and operational documentation.
Support the implementation of new technologies, customer service platforms, and process improvements.
Prepare reports, dashboards, and recommendations for senior leadership.
Foster a positive, inclusive, and accountable team culture while maintaining compliance with applicable health and safety requirements.

What You Will Bring

Post-secondary education in Business Administration, Operations Management, Customer Service, or a related field, or an equivalent combination of education and experience.
A minimum of 5 years of leadership experience, including at least 3 years in a high-volume call center, contact center, customer service, or comparable service environment.
A minimum of 3 years of supervisory or management experience in a unionized environment.
Demonstrated experience leading customer service teams, managing operational escalations, and maintaining service standards.
Strong knowledge of workforce management, scheduling, quality assurance, customer service metrics, and performance reporting.
Proven ability to coach, mentor, engage, and develop employees while addressing performance concerns and difficult conversations.
Working knowledge of collective agreements, labor relations, employment legislation, and workplace health and safety requirements.
Experience using CRM systems, telephony platforms, workforce management tools, and operational reporting systems.
Excellent communication, stakeholder management, conflict resolution, and problem-solving skills.
Strong organizational and time management skills, with the ability to prioritize competing demands.
A hands-on, approachable leadership style with the ability to build trust and credibility among experienced employees.
Adaptability and patience when introducing new technologies, processes, and organizational changes.
Sound judgment and the ability to make timely decisions in complex or high-pressure situations.

The following would be considered assets:

Experience in large-scale customer service or operational environments.
Exposure to dispatch operations, incident management, facility monitoring, or operational control centers.
Experience supporting technology modernization, process improvements, or customer service transformation initiatives.
Experience working with CRM, ERP, or similar business management systems.

Work Environment

Full-time, permanent opportunity based in GTA, Ontario.
Five days onsite.
Regular work schedule of Monday to Friday, 40 hours per week, with some flexibility in start and end times.
The position supports a 24/7 operation and may require occasional after-hours or weekend availability for emergencies and escalations.
Opportunity to lead an established team in a collaborative, customer-focused environment.

If you are a hands-on customer service leader who enjoys developing people, solving operational challenges, and improving service delivery, we invite you to apply.

This is a confidential recruitment process. Additional details about the organization will be shared with qualified candidates at the appropriate stage of the selection process, subject to confidentiality requirements.

Submit your resume today to be considered for this opportunity.

JOB VACANCY STATUS

This opportunity is being managed as a confidential search. Further details regarding the position will be shared with candidates as the recruitment process progresses.

HIRING RANGE

The anticipated annual base salary range for this position is $100,000-$110,000 CAD.

The organization offers a comprehensive benefits package, including a defined benefit pension plan, health and dental coverage, paid vacation, and additional paid time off.

USE OF ARTIFICIAL INTELLIGENCE - BY RECRUITERS & HIRING MANAGERS

At The Talent Company, people are at the center of our recruitment process. While we may use artificial intelligence (AI) tools for limited administrative purposes, such as writing creative outreach messages, summarizing interview notes, or transcribing reference checks, AI is never the decision-maker. Resumes and candidate information are personally reviewed by our recruiters, and all hiring decisions are made by people who bring judgment, care, and expertise to each match.

If a client's recruitment process involves a greater degree of AI use during their own interviews or assessments, we will communicate that to shortlisted candidates, so they are aware in advance. Our commitment is to use technology responsibly while ensuring fairness, transparency, and respect at every stage of the process.

USE OF ARTIFICIAL INTELLIGENCE - BY CANDIDATES

We recognize that candidates may choose to use artificial intelligence (AI) tools to support their job search, for example, to refine writing style or gather research. While this can be appropriate, the information you provide in your resume, screening questions, and interviews must always be truthful and accurately reflect your own experience, knowledge, and competencies. AI should never be used to create or exaggerate credentials.

Our goal is to understand the real you - your skills, your story, and your potential - so that we can make the best possible match between you and the organizations we serve.

ACCOMMODATION & INCLUSIVITY

At The Talent Company, we recognize the value of different perspectives and experiences in prompting innovation, sparking creativity, and solving problems. As an equal employment opportunity organization, we do not discriminate against any employee or applicant for employment based on race, Indigenous identity, membership in visible minorities, sex, age, national origin, religion, sexual orientation, gender identity, disability, or any other category protected by law.

We are committed to equal opportunities and welcome applications from all sections of the community. Please let us know by emailing recruitment@thetalent.co if an adjustment or adaptation is required at any stage to support you during the recruitment journey.

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More about this job

Responsibilities

Lead customer service and centralized operations teams in a unionized 24/7 environment, overseeing service delivery, workforce readiness, incident response, escalations, and employee performance. Monitor operational and customer service metrics, improve processes and documentation, support technology implementations, and report recommendations to senior leadership.

Requirements

Requires post-secondary education in business administration, operations management, customer service, or a related field, or equivalent education and experience; at least five years of leadership experience, including three years in a high-volume service environment and three years managing in a unionized environment. Candidates should bring experience with customer service operations, workforce management, employee relations, collective agreements, relevant employment and safety requirements, CRM and telephony platforms, and operational reporting.

Skills

Customer Service Leadership
Operations Management
Workforce Planning
Scheduling
Quality Assurance
Performance Reporting
Employee Coaching And Development
Unionized Employee Relations
Collective Agreement Interpretation
Labor Relations
Incident Management
Escalation Management
Process Improvement
Stakeholder Management
Conflict Resolution
Operational Decision-Making

Benefits

Defined Benefit Pension Plan
Health Coverage
Dental Coverage
Paid Vacation
Additional Paid Time Off

Visa sponsorship

Not detected in the job text

Keywords

Customer Service
Centralized Operations
24/7 Operations
Unionized Environment
Call Center
Contact Center
Workforce Management
Scheduling
Quality Assurance
Customer Satisfaction
Service Levels
Performance Metrics
Incident Management
Dispatch Coordination
Work Orders
Collective Agreements
Labor Relations
Employment Legislation
Workplace Health And Safety
CRM Systems
Telephony Platforms
Operational Reporting Systems
ERP Systems
Standard Operating Procedures
Operational Readiness
Process Improvement
Technology Modernization
Customer Service Platforms
Performance Management

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