Manager, Customer Contact Centre



  • Supply Chain & Operations
  • Job Code: 9S976519523
  • Posted: November 06, 2018
David Aplin Group, one of Canada's Best Managed Companies, has partnered with our client to recruit for a Manager - Customer Contact Centre based in Downtown Calgary.

The Role:
  • Manages the day-to-day operations of the Customer Contact Centre by providing direction, motivation, and leadership to the contact centre team to establish an inclusive workplace culture where staff are engaged and excited to come to work every day
  • Lead, develop and mentor Contact Centre Team Leads on effective people leadership principles and proven Contact Centre Management business principles and practices
  • Track and drive appropriate performance objectives and measures to support team members and patient satisfaction while continuing to increase operational efficiencies 
  • Proactively liaises with Team Leads, Operations, Marketing, Business Development and other third parties to gather information and resolve issues appropriately and quickly.
  • Communication of continuous improvement initiatives within the organization.
  • Comprehensive understanding and monitoring of compliance to procedures, policies, and the high value of integrity placed on patient care and patient confidentiality.
  • Preparation and analysis of performance statistics and related decision making to ensure team and organizational goals are being met or exceeded.
  • Responsible for providing escalation support.
  • Organize staffing, including shift patterns, and the number of staff required to meet demand while delivering exceptional customer service.
  • With guidance from Human Resources, conducts new employee orientation, training,; performance evaluations, and appropriate disciplinary matters.
  • Follow through with a consistent performance management process, which includes performance monitoring, employee development, goal-setting, and progressive discipline.
  • Plan and develop staff, recruitment, including wording vacancy advertisements and liaising with HR staff
  • Ordering and management of supplies to budget.
  • Other duties as assigned.

The Ideal Candidate:
  • At least four years of customer contact centre, supply chain or operations management experience
  • Five to seven years of experience working in a management capacity including significant time spent in customer contact centre management
  • Demonstrated skills in customer escalation, conflict resolution, and negotiation
  • A strong hands on leader who has a track record of effectively managing large teams
  • A passion for mentoring and developing people
  • Able to respond quickly in a dynamic and changing environment
  • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
  • Well-developed time and self-management skills 
  • Knowledge of cost analysis, fiscal management, and budgeting techniques
  • High level of proficiency in Microsoft Office suite
  • Flexibility in work schedule to meet the needs of the business

If you are interested in this position and meet the above criteria, please click the Apply button to send your resume in confidence directly to Sushant Shah, Consultant, Engineering & Technical. Visit our website at to view our job opportunities, career tips and tools. We thank all applicants; however, only those selected for an interview will be contacted.


If this is your first introduction to us, we invite you to become one of our satisfied candidates. David Aplin Group has been Canadian owned since 1975. Our professional consultants are passionate about helping you find a fulfilling job or career and ensuring your complete satisfaction with our process. Our proven track record, nearly four decades long, is largely due to our team of highly skilled and successful specialists. Through superior service and a commitment to long-term relationships, we provide deep specialization in core areas for complete recruiting and HR solutions across Canada - all from one source. We look forward to exceeding your expectations!

Learn more about David Aplin Group and view all of our current job opportunities, career tips, and tools at



Sushant Shah

Engineering & Technical / Supply Chain & Operations



  • 403.351.2457

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