Unionized Contact Center Manager

Manage a unionized customer service operation in the GTA, using coaching and conflict resolution to support consistent 24/7 service delivery. Lead experienced employees through change.The Talent Company is managing a confidential search for an experienced Manager, Customer Service & Operations. Oversee approximately 10 to 20 employees while navigating collective agreements, performance management, and complex operational challenges. Support customer inquiries, service requests, complaints, payment issues, and escalations across multiple communication channels.Key Responsibilities:
Provide hands-on coaching, mentoring, and performance managementInterpret collective agreements and relevant employment legislationAddress attendance, discipline, and employee relations concernsCoordinate departments and providers during operational disruptionsLead emergencies, outages, and time-sensitive escalationsRequirements:
Post-secondary education or equivalent education and experienceFive years of leadership experience in customer service or operationsThree years supervising or managing in a unionized environmentAbility to engage employees and handle difficult conversationsWorking knowledge of labour relations and workplace health and safetyUse approachable leadership, employee development, and labour relations knowledge to guide reliable customer service operations in a unionized environment.
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