399 Call Center Operations jobs in Canada

Insight Global is looking for a Vice President of Service Delivery for a lead human capital management client. This person will be responsible for contributing to the achievement of the organizations' strategic vision and goals by partnering with the division's senior leadership team to identify, develop and implement business-unit wide service strategies and growth initiatives. These initiatives are designed to improve client experience and gain an enhanced competitive position in the market. Focus of this role will be driving efforts inclusive of HCM service strategy and methodology that result in increased business efficiencies to enhance and optimize client experience, increase client retention, and achieve profitable growth via market expansion.

Requirements

-The ideal candidate possesses a bachelor's degree combined with years of comprehensive client experience leadership background gained in a fast paced and complex technology driven businesses of relevant size and scope.

-A deep understanding of the changing marketplace, industry dynamics and competitive landscape, with great intuition about the relationship between the emerging marketplace and the client's needs in order to deliver innovative client success results.

-Organizationally astute, having led successfully in matrixed environments, distilling complexity and navigating through change to build consensus, collaboration and agility across the business.

-Experience in client experience and sales - a proven background in escalation, campaign management, and building client journey maps

Nice to Have Skills and Experience

-Experience within a large scale HCM organization -Bilingualism (French and English) as an asset

-Experience leading teams both offshore and onshore

Manager, Service Delivery Partners

Status: Permanent Full-time

Location: Remote-based position within Canada (Eastern provinces)

Mandatory Requirement: This position supports a contract with the Government of Canada and requires Reliability Status Clearance for Protected B level data.

We are seeking a Manager, Service Delivery Partners to support Lifemark's Rehabilitation Services and Vocational Assistance Program (RSVP), delivered on behalf of Veterans Affairs Canada. Lifemark Health Group and WCG Services have joined to form Partners in Canadian Veterans Rehabilitation Services (PCVRS). This team makes a difference in the lives of Canada's Veterans and their families by providing medical, psychosocial, and vocational rehabilitation services.

In this role you will be responsible for building and managing relationships with external service delivery partners both provincially and nationally. To excel in this position, you have a passion for providing high quality healthcare and a great experience for those we are serving as well as our partners. You are highly organized with meticulous attention to detail, analytical in your thinking and possess exceptional problem solving skills. Superior verbal and written communication skills are required, framed with a strong knowledge of MS Word, Teams, Excel, PowerPoint and databases. Strong knowledge of industry relevant legislation and regulations is vital in providing direction and support. You rely on your healthcare background to offer guidance and solutions in your role.

Effective communication is key in fostering these relationships, and while proficiency in French is an asset, knowledge of multiple languages is also valued.

Responsibilities include:

• Developing, managing and nurturing key partner relationships and accounts, ensuring that front line teams are meeting/exceeding the expectations
• Establishing a trusted advisor role with referral sources and provide consistent, superior relationship management
• Monitoring partner satisfaction/feedback and referral trends
• Ensuring the highest level of service delivery from clinical intake to service delivery
• Providing quality assurance to ensure partners meet or exceed the expected quality levels
• Administration and organization of business development activities
• Maintenance and administration of the opportunity pipeline
• Assessment of new potential partnerships, markets, and competitors
• Assist in the preparation and distribution of materials, resources or training as required
• Collaborating with Lifemark's internal clinical and operational teams to support delivery of services
• Coordinating and participating in educational seminars
• Identifying new opportunities with both existing and new partners

Qualifications:

• 3-5+ years' experience working in rehabilitation/assessments
• A university degree in a relevant healthcare domain (i.e. Applied Health, Kinesiology, Health Sciences, Disability Management) is an asset
• High level of written and spoken proficiency in French is an asset; knowledge of multiple languages is a plus.
• Clinical/rehabilitation or insurance industry background
• Excellent relationship building, communication, problem solving and analytical skills, ability to resolve complex issues or problems surfaced by partners and/or the internal team
• Develop a thorough understanding of the variety of rehabilitation services offered

Additional attributes:

• Function at a high level of autonomy in setting objectives, expectations, and tracking performance
• Demonstrate methodical problem solving skills and techniques
• Demonstrate experience with presenting materials virtually to large audiences (20+) through verbal, written, or graphical communication techniques

Lifemark welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Lifemark promotes equal employment opportunities for all job applicants, including those self-identifying as a member of the following groups: Indigenous peoples, Newcomers to Canada, and Visible minorities.

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For more information please visit us

• Must be located in Ontario
• Must have the following skillset: TICO Certification and GDS Experience

As a Travel Service Delivery Manager, you will lead a high-performing team of Travel Advisors in a dynamic call center environment.

Your mission is to ensure exceptional customer service delivery while meeting and exceeding key performance indicators (KPIs) and contractual obligations.

This role requires strong leadership, operational expertise, and a passion for continuous improvement.

Key Responsibilities
Performance Management & KPI Achievement

• Drive team performance to meet/exceed KPIs, SLAs, and client expectations.
• Monitor metrics such as AHT, FCR, NPS, and CSAT to identify trends and improvement areas.
• Develop and execute action plans to close performance gaps.
• Provide consistent feedback through coaching, huddles, and reviews.

Team Leadership & Development

• Inspire and lead Travel Advisors to deliver outstanding customer experiences.
• Foster a collaborative, inclusive, and growth-oriented team culture.
• Mentor and develop high-potential team members.
• Host regular team meetings to align goals and celebrate achievements.

Operational Excellence

• Manage daily operations including call volume, ticket flow, and service levels.
• Identify and resolve operational bottlenecks proactively.
• Maintain and enforce service delivery policies and procedures.
• Partner with Training, QA, and Workforce Management to optimize processes.

Escalation Management & Client Relations

• Serve as the escalation point for complex customer issues.
• Ensure alignment with client programs and expectations.
• Build strong relationships with clients and internal stakeholders.
• Provide performance updates and strategic insights regularly.

Recruitment & Retention

• Participate in hiring and onboarding of Travel Advisors.
• Implement retention strategies to reduce turnover and boost engagement.

Coaching & Continuous Improvement

• Deliver ongoing coaching to enhance team performance.
• Conduct QA reviews to identify training opportunities.
• Lead by example with professionalism and a commitment to excellence.

Strategic Initiatives

• Collaborate with leadership on initiatives to improve efficiency and satisfaction.
• Stay current on industry trends and emerging technologies.
• Represent the team in cross-functional projects focused on customer experience.

Administrative Duties

• Enforce company policies fairly and consistently.
• Maintain accurate records of performance, attendance, and other metrics.
• Support additional tasks as needed to ensure team success.

Required Competencies

• Understands and supports senior leadership organizational point of view.
• Ability to alter approach and style depending on audience / can read nuances of situation.
• Actively listens to others' questions and concerns.
• Ability to understand, analyze and present data in a clear/concise manner.
• Able to communicate ideas/findings effectively and gain buy-in from team members and other departments.
• Ability to evaluate own strengths and weaknesses and continuously strives to improve self.
• Able to successfully manage through multiple simultaneous demands.
• Demonstrated ability to be a change manager and leader.
• Ability to allocate staff to deliver optimal contractual results.
• Able to initiate/build cross-functional relationships.
• Works to remove obstacles and recognizes successes by leveraging strengths of team members.
• Leverages relationships at all levels in the organization to collaborate, pool resources, share issues and eliminate boundaries.
• Creates strong morale to drive results and excellence in productivity.
• Partner with cross-functional units to ensure effective execution of business strategies and goal alignment.
• Maintains strong relationships with QA, Training, Operations Support, HR, and IT teams as it pertains to day-to-day activities.

Required Work Experience

• 5+ years progressive management experience in a people management role, preferably in a contact center / customer relationship center.
• Experience running successful travel-based programs strongly preferred (air and hotel).
• Experience managing in a business-to-business working model.
• Excelled in a fast-paced environment with many moving pieces and has led through change and transformation.

Required Qualifications

• Bachelor's Degree or equivalent work experience required.

Required Languages

• English

Travel / Rotation Requirements

• Schedule may vary according to business needs.

Aspire Lifestyles is committed to ensuring accessibility for all persons with a disability and to providing excellence in serving all customers including people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Job Description

Service Delivery Representative
Location: Ottawa ProResp 
Full-time Permanent Position  37.5hrs/week (Monday – Friday 9:00am-5:00pm + rotational on-call) 
Starting rate: $24-$25hr + benefits package + 3 weeks paid vacation.

We are recruiting to fill an existing vacancy for a Service Delivery Representative. As a SDR at ProResp, you will assume responsibility for the delivery and maintenance of oxygen related equipment in and around the geographical region. In this role, you are a vital representative of our services in the community interacting directly with our patients and customers. Candidates must be willing to undergo training in home oxygen and TDG (Transportation of Dangerous Goods) and be agreeable to participate in applicable background checks as a condition of employment.

What We Offer:

• Full time, reliable employment with consistent hours 
• 3 weeks paid vacation to start
• Comprehensive benefits including health and dental, pension, EAP (Employee Assistance Program), health spending account and more
• Paid sick days and annual wellness/floater day
• Paid overtime, paid on-call hours, paid on-call stand by hours
• Annual incentive payment program
• Company Growth Incentive program 
• Annual Performance and salary reviews
• Providing a voice in employee surveys and open-door dialogue at all levels of leadership
• Company vehicle and smart phone
• A positive, ethical, and socially inclusive work environment that is supportive of professional development 

Your Responsibilities:

• Delivery and maintenance of oxygen and oxygen related equipment 
• Vehicle maintenance and inspections before and after use, compliance with policies and procedures and highway rules and regulations
• Ensures correct loading of the vehicle by identifying product requirements for the day and loading product materials with compliance to safety and legislative requirements
• Set up of equipment for new oxygen clients and delivery to existing clients
• Exemplary client care; interacting with patients to ensure their needs are being met, providing top quality service according to a daily schedule as well as accommodating unanticipated needs. 
• Instruct clients in equipment operation and safety procedures
• Appropriately complete necessary documentation as required
• Undergoing required training for the delivery and maintenance of oxygen equipment.

Role Requirements:

• Valid G Driver's License with satisfactory driving record. Candidates under 25 years of age, and/or with less than 3 years G class driving experience, will be required to provide Driver’s License History and Driver Experience Letter in order to meet insurance requirements.
• Proven ability to work safely in a physically demanding environment, i.e., lifting up to 60 lbs on a regular basis, pushing and manipulating weights up to 100lbs. The nature of this role requires that you successfully complete a pre-placement Functional Assessment test as a condition of employment to ensure that you can meet these essential duties of the role.
• Up-to-date and ongoing satisfactory vulnerable sector screening required.
• Clean shaven where a respirator seals to the skin of the face or neck when the use of a N95 respirator is required during the course of duties for worker protection.
• Exceptional customer service skills and ability to interact with patients

Education: Secondary school graduate at minimum.

We ask that applications be submitted online for our recruitment team to review. Please do not call/fax or drop-into the local branch operation where they are busy providing care to our patients. All applications will receive a receipt of confirmation via email.  

Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources at .

To learn more about our company, visit our website at

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