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Added 4 mins ago
M
Project Manager, Group Benefits Operations
Manulife
Waterloo, ON
- Full-time
The Project Manager, Group Benefits Operations leads cross-functional Group Benefits Operations initiatives that improve plan sponsor and plan member outcomes, service performance,…
Added 4 mins ago
Senior Manager, Real Estate Operations, Saskatchewan
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We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part…
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property rentals manager
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- Full-time
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property rentals manager
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property rentals manager
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Senior Technical Consultant
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- Full-time
This is a direct hire role with travel up to 35% of the time within Canada and the US. If you're the person on an implementation who actually understands both the API contract and the…
Added 5 mins ago
EA
Senior Technical Consultant
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Toronto, ON
- Full-time
This is a direct hire role with travel up to 35% of the time within Canada and the US. If you're the person on an implementation who actually understands both the API contract and the…
Added 5 mins ago
CO
Systems Analyst
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North Vancouver, BC
- Full-time
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Added 5 mins ago
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Senior Technical Consultant
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Calgary, AB
- Full-time
This is a direct hire role with travel up to 35% of the time within Canada and the US. If you're the person on an implementation who actually understands both the API contract and the…
Added 20 mins ago
HH
Charge Technologist- Microbiology
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Added 20 mins ago
Facilities Shift Manager
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Added 34 mins ago
Brand Reputation Manager / Gestionnaire de la réputation de marque
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We are looking for a Brand Reputation Manager, someone who combines strong media instincts, analytical thinking, and a passion for technology. Someone who doesn't just execute traditional…
Added 34 mins ago
Sr. Technical Account Manager
Dayforce
Canada
As a member of the Dayforce organization, known for its fast-growing SaaS product, the Senior Technical Account Manager (Sr. TAM) will provide premium account management services to…
Added 34 mins ago
Senior Manager, Analytics Engineering
Questrade Financial Group
Toronto, ON
…services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and…
Added 34 mins ago
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Corporate Sustainability Manager
J.D. Irving, Limited
Toronto, ON
- Full-time
Coordinate corporate sustainability programs, reporting, and site implementation.
Added 34 mins ago
CV
T2627-439 0.60 FTE Anticipatory Grades K-7 Learning Support Teacher
Comox Valley Schools - School District 71
Courtenay, BC
- Full-time
Supporting the implementation of assistive technology and inclusive technology tools.
Added 34 mins ago
CV
T2627-444 1.0 FTE Temporary Grades K-7 Learning Support Teacher
Comox Valley Schools - School District 71
Courtenay, BC
- Temporary
Supporting the implementation of assistive technology and inclusive technology tools.
Added 34 mins ago
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T2627-441 1.0 FTE Temporary Grades K-12 Inclusion Support Teacher
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Courtenay, BC
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The IST serves as the primary case manager for assigned students with low-incidence designations and/or complex learning needs. Through consultation, collaborative planning,…
Added 34 mins ago
CV
T2627-438 0.30 FTE Anticipatory Grades K-7 Learning Support Teacher
Comox Valley Schools - School District 71
Courtenay, BC
- Full-time
Supporting the implementation of assistive technology and inclusive technology tools.
Added 34 mins ago
RS
Project Manager (IM-related Level 2)
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- Contract
The Project Manager will oversee project planning, stakeholder coordination, implementation activities, migration dependencies, risk management and successful delivery within established…
Added 34 mins ago
YG
Facilities Shift Manager
Yondr Group
Toronto, ON
- Full-time
You are a strategic, driven and experienced Facility Shift Manager, with the skills, clarity of thought, and ambition to turn our vision into reality. You are a strong believer in the…
Added 34 mins ago
CL
Organizational Design Consultant
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Vancouver, BC
- Full-time
Reporting to the Manager, Organizational Design, Compensation & People Analytics, this role offers an opportunity to influence how work is organized across CLBC, helping teams operate…
Added 34 mins ago
EA
Senior Technical Consultant
Elios AI
Vancouver, BC
- Full-time
This is a direct hire role with travel up to 35% of the time within Canada and the US. If you're the person on an implementation who actually understands both the API contract and the…
Added 34 mins ago
RI
Application Development Manager – Banking & Lending
Raas Infotek
Toronto, ON
- Contract
Job Description: Development Manager – Lending Technology

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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