Call Center & Contact Center Professionals
Full-time
Hire Resolve.com
Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).
Key Responsibilities
- Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
- Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
- Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
- Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
- Implement QA frameworks, calibration routines, and root-cause analysis to improve consistency and compliance
- Oversee onboarding, training, and knowledge management to maintain service readiness and quality standards
- Deliver performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
- Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting)
- Ensure appropriate privacy and data-handling practices aligned with PIPEDA (and provincial equivalents where applicable)
- Promote a safe workplace aligned with applicable health and safety expectations (province/territory dependent)
Requirements
- Education/qualifications: Secondary school completion typically required; college diploma or bachelor’s degree (Business, Communications, Operations, Analytics, or related) is an asset. Equivalent experience is considered
- Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
- Core capabilities:
- People leadership, coaching, performance management, and change delivery
- KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial)
- WFM fundamentals (forecasting, scheduling, real-time management, adherence)
- Quality assurance, training design, escalation/complaints management, and CX improvement
- Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
- Systems/tools (varies by role): CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)
Benefits
- Extended Healthcare Plan (Medical, Disability, Dental & Vision)
- RPP - Group RRSP
- Group Life - AD&D - Critical Illness Insurance
- Paid Time Off Benefits
- Training & Development
Vacancy posted 7 days ago
Similar jobs that could be interesting for youBased on the Call Center & Contact Center Professionals in Edmonton, AB vacancy
- ...assisting healthcare organizations in hiring experienced healthcare professionals for a portfolio of mid–senior level opportunities across... ...Key Responsibilities Deliver safe, evidence-based, patient-centered care aligned with professional standards and scope of practice...SuggestedFull time
- ...petrochemical organizations in hiring experienced petrochemical professionals to support refinery, chemical, and downstream manufacturing operations... ...environment; some roles may involve shift coverage, on-call rotation, or travel depending on site needs Benefits Extended...SuggestedFull timeFor contractorsShift work
- ...partnering with established and growing organisations across Canada to recruit experienced mid-senior to senior-level engineering professionals . These opportunities are ideal for engineers with strong technical expertise, proven project delivery experience, and the...SuggestedFull timeFor contractors
- ...Hire Resolve is assisting mining organizations in hiring experienced mining professionals across Canada. This is a multi-role opportunity spanning several functions within the sector, including mine operations, technical services, mineral processing, maintenance and reliability...SuggestedFull timeFor contractorsWork at officeRotating shift
- ...Hire Resolve is assisting hospitality organizations in hiring experienced hospitality professionals for a range of mid–senior level opportunities across Canada. This is a multi-role hiring campaign spanning several functions within the sector, including hotel and resort operations...SuggestedFull timeContract workAfternoon shift
- ...positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and... ...accommodation to complete the application process, please contact us. Flexibility: All BDO personnel are expected to spend some...Full timeWork at officeLocal areaFlexible hours
- ...intelligence and robotics systems through real-world video recordings. To support this initiative, we are looking for proactive Point of Contact (PoC) Coordinators who will build relationships with local communities and businesses, recruit participant groups, and coordinate...Full timePart timeLocal area
- ...Hire Resolve is assisting Sales & Marketing organizations in hiring experienced Sales & Marketing professionals for mid–senior opportunities across Canada. This is a multi-role campaign spanning several commercial functions, including business development, key account management...Full time
- ...We are seeking experienced Finance Professionals to support a range of client opportunities across Canada . This consolidated role is intended to attract strong candidates from multiple finance disciplines, including Financial Accounting, Management Accounting, FP&A,...Full time
- ...Hire Resolve is assisting legal organizations in hiring experienced legal professionals for multiple mid–senior level opportunities across a range of practice areas and in-house functions throughout Canada. This is a multi-role hiring campaign intended to attract candidates...Full timeContract workPrivate practice
$80k - $110k per year
...is interested to help solve some of the world’s greatest challenges through technology and innovation. Position Title : Research Professional / Senior Research Professional – Research & Technology Competition #: 7000-28 Compensation: $80,000 - $110,000/yr,depending...Full timeManual laborWork at office$55k - $70k per year
...About the Role Join our team as a Data Center Technician in Edmonton, Canada . This... ...insurance Paid time off and holidays Professional development allowance Certification... ...position Standard business hours with on-call rotation Shift differentials for...Permanent employmentFull timeFreelanceLocal areaFlexible hoursShift workNight shiftWeekend work- ...Hire Resolve is assisting IT organizations in hiring experienced IT professionals to support Canada-based operations. This is a multi-role opportunity spanning several functions across Information Technology, including (but not limited to) infrastructure and networks, cloud...Full time
$75.2k per year
...What you'll do Provide participant-centered service in collaboration with the Participant... ...Vocational Rehabilitation Services Professional (CVRP) or a Certified Vocational Rehabilitation... ...recruitment and selection process. If contacted for an employment opportunity, please...Full timeContract workLocal areaWork from home- ...our work is a dedicated group of corporate and administrative professionals who help ensure our teams have what they need to excel. Together... ...during the recruitment process are available upon request; please contact ****@*****.*** to make arrangements. Thank you for...For contractorsWork at officeRemote workFlexible hours3 days per week
- ...Hire Resolve is assisting manufacturing and supply chain organizations in hiring experienced Manufacturing & Supply Chain Professionals to join their Canada-based operations. These roles are designed for mid- to senior-level professionals with a strong background across...Long term contractFull time
$100k - $200k per year
...For many experienced administration professionals the challenge isnt a lack of purpose—its finding a professional path that offers greater flexibility personal growth and meaning while still valuing the experience theyve spent years developing. This remote opportunity is...Full timeWork at officeRemote workFlexible hours$55k - $70k per year
...About the Role Join our team as a Data Center Technician in Edmonton, Canada . This... ...insurance Paid time off and holidays Professional development allowance Certification... ...position Standard business hours with on-call rotation Shift differentials for...Permanent employmentFull timeShift workNight shiftWeekend work$15 - $18.75 per hour
...vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our Distribution Centers, Corporate Offices, or Retail Stores—WINNERS, HomeSense, and Marshalls, you’ll find abundant opportunities to learn, thrive, and make...Hourly payPart timeWork at officeLocal areaFlexible hours- ..., services, and user experiences. Role Overview We’re inviting individuals from all backgrounds, including those searching for call centre agent roles, to express interest in joining upcoming consumer research studies. These may include online interviews, product evaluations...Part timeCasual workRemote workWork from homeFlexible hours
- ...care. Everything we do is centered around sight. Because quality... ...environment, fostering strong, professional relationships with peers, management... ...accommodation, please call the EssilorLuxottica SpeakUp Hotline... ...your name, job id number, and contact information so that we may...Minimum wagePart timeCasual workLocal area
- ...orders Develop and maintain professional and productive relationships... ...employees, clients and others in contact with the job. Forecast and... ..., and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing...Contract workLive InWorldwide
$17.15 - $17.85 per hour
...Experience. Our people are the center stone of our business, who bring our... ..., finances, task management. You professionally act as the first and last point of contact for our clients on the phone,... ...transactions, answering incoming phone calls and emails, managing inventory...Hourly payPart timeWeekend work3 days per week$30.38 - $41.34 per hour
...rapidly expanding industries such as data centers healthcare pharmaceuticals advanced... .... Responds to basic warranty calls. Provide our customers with the highest... ...to customers and other outside contacts in an ethical and professional manner. ~ Ability to explain technical...Hourly payFull timeFor contractorsFor subcontractorInternship$29.27 per hour
...Representative (Temporary) Division: ATCO Gas – Contact Center Location: Edmonton or Calgary, AB... ...to the future. Collaborating and being professional, down to earth, and caring for one... ...General Equivalency Diploma (GED) Previous Call Centre experience would be considered an...Hourly payFull timeTemporary workMonday to fridayFlexible hours- ...Responsibilities • Function comfortably in a fast-paced, performance-based call center environment where every call is recorded and assessed to... ...develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge,...Local areaFlexible hoursShift work
- If you are a sales professional looking for an opportunity to grow, Emerson... ...You will be responsible for contacting and building long term... ...firsthand that our people are at the center of everything we do. So, let'... ...Join our team - let's go! No calls or agencies please....Long term contractFull timeTemporary workFor contractorsInternshipWork at officeRemote workFlexible hoursShift workNight shift
- ...incoming radio, phone and in-person calls, document details and escalate... ...as called into the dispatch center into event logs Dispatching... ...owned security equipment Contact tenants for critical property... ...procedure Dependable and professional in all job functions Prior...Full timeFor contractors
- ...destinations, answers and directs incoming calls. Why Choose PCL? Choose a... ...through PCL's College of Construction and professional development courses Ongoing opportunities... ...during the application process, please contact ****@*****.*** and include the position...Long term contractFlexible hours
- ...commitment to sustainability, our professionals are empowered to build their... ...in converting prospect phone calls into leasing appointments... ...experience in a direct sale or call center ~ Proven track record of... ...the recruitment process, please contact Human Resources—our team is here...Full timeInternshipWork at officeFlexible hoursAfternoon shift
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Call Center & Contact Center Professionals. Be the first to apply!
Related searches
- evening call center Edmonton, AB
- part time call center Edmonton, AB
- virtual call center Edmonton, AB
- call centre work from home Edmonton, AB
- work at home call center Edmonton, AB
- night shift call centre Edmonton, AB
- contact center engineer Edmonton, AB
- centre d appel Edmonton, AB
- french call center Edmonton, AB
- english call centre Edmonton, AB