Director of Operations in Winnipeg

Are you a proven BPO/contact centre operations leader ready to put your stamp on a fast growing program? We are partnering with an international customer experience services provider to find their next Director of Operations for a growing financial services program in Winnipeg. This is an existing, on-site established program with real scale and real growth ahead, not a start-up build.

The opportunity

• You’ll take full ownership of operations for a large scale contact centre program, working directly with a senior client partner who expects rigour, honesty, and results.
• This is a demanding, partner-facing role at a program that has grown fast and is still evolving, so you’ll need to be as comfortable managing change as you are managing a P&L.

What you’ll do

• Own all facets of contact centre operations: hiring, training, quality, reporting, performance and partner services.
• Drive best practice across every area of responsibility, and build action plans for continuous growth, business development and client satisfaction.
• Deliver against client-specific KPIs and financials, hitting SLAs without compromising quality or service.
• Direct and audit for adherence to corporate and partner-specific policies and processes.
• Build a culture your teams want to work in, and motivate and inspire through genuine, trusted relationships.
• Partner closely with Workforce Management to deliver on staffing requirements.
• Maintain a close cadence of reporting, floor presence and direct observation.
• Coach and develop leadership at every level, this program has grown quickly and needs a leader who can build capability, not just manage it.

What you’ll bring

• 7 to 9 years in contact centre leadership, including managing cross-functional teams.
• A proven track record of operational leadership from a BPO background, or from a structured call centre environment (including financial services or banking contact centres), where you have held clear accountability for performance, not just a supervisory or individual contributor role.
• Proven experience managing demanding, highly engaged client or partner relationships.
• Solid grounding in workforce management principles.
• Comfort analysing and influencing P&L, cost analysis, and results reporting.
• The resilience and emotional intelligence to manage a fast-changing, occasionally unpredictable environment without taking things personally.
• The ability to pivot quickly, lead through ambiguity and drive change management.

Why Winnipeg

Winnipeg is a genuinely liveable, mid-sized Canadian city, think Edmonton-scale rather than Toronto or Vancouver, with a strong sense of community and a lower cost of living than Canada's larger centres. Four proper seasons, real winters and a close-knit professional community. This program is well established and growing, with a genuine path for an ambitious leader to grow into a wider operational leadership role over time.

Hours

Standard hours are daytime with occasional evening flexibility to support a program that runs extended hours.