• You have a degree in business administration, communications, or a comparable qualification, with 7–10+ years of experience in a call centre or customer service environment, including leadership experience
• You are bilingual (e.g., fluent in English and French), with strong written and verbal communication skills
• You have deep expertise in call centre operations, KPIs, and performance management frameworks
• You are a strong people leader with proven coaching and mentoring skills and a passion for developing high-performing teams
• You possess strong analytical skills and are comfortable using data to drive decision-making and performance improvement
• You have experience managing budgets, incentives, and operational costs in a customer service environment
• You are highly structured and able to present complex information clearly and persuasively to senior stakeholders
• You demonstrate excellent problem-solving, escalation management, and conflict resolution skills
• You are proficient with CRM systems and contact centre technologies (e.g., Genesys, SAP)
• Your proactive, solution-oriented mindset and strong organizational skills complete your profile