Lead contact center operations for Canadian Tire Corporation as the Manager in Toronto. This role emphasizes performance management, incident handling, and operational oversight.

As the Manager for Retail Store Service Desk, you'll take charge of day-to-day service desk operations and ensure effective ticket flow and issue management. You will supervise a diverse team, manage escalations, and implement best practices in service delivery. Your heavy experience in contact center environments will support a high-performance team and improve customer satisfaction.

Key Responsibilities:
• Own performance metrics and service level achievement
• Lead staff hiring, coaching, and workforce planning
• Moderate communication during major incidents




• Drive improvements and automation initiatives
• Report regularly on service trends and performance

Requirements:
• Bachelor's degree in Information Technology or similar
• 10+ years in IT operations or service management
• 5+ years leading large operational teams
• Strong knowledge of ITIL frameworks
• Skilled in managing technology platforms in retail

Bring your operational expertise and communication skills to enhance the contact center experience at Canadian Tire Corporation.
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📌 Manager of Contact Center Operations (Ontario)
🏢 Canadian Tire
📍 Ontario