About the Role

MSBC Group is supporting CanAm Currency Exchange in the recruitment of a Call Center Manager - Customer Relations to join their growing team in Windsor.

This is an exciting time to join CanAm as the company continues to grow from its new, expanded Windsor location.

We are looking for an experienced, customer-focused leader to oversee CanAm's Customer Relations function. This team is primarily responsible for phone and email-based customer interactions, responding to inquiries, following up with customers, building relationships, retaining existing business, and converting new inquiries into customers.

This is a hands-on leadership role for someone who can lead a team, drive results, and build greater structure and accountability around the customer experience.

What You'll Do

- Lead, coach, and support the Customer Relations team in their day-to-day work
- Oversee incoming phone and email inquiries and ensure customers receive timely, professional service
- Establish clear expectations for customer follow-up, response times, and service standards
- Coach team members on converting customer inquiries into business opportunities
- Drive customer retention and strengthen relationships with existing customers
- Establish, track, and manage key performance indicators (KPIs) for the Customer Relations team
- Monitor performance against metrics such as response times, call activity, follow-up completion, conversion rates, customer retention, and overall team results
- Use performance data to identify trends, coaching opportunities, and areas for improvement
- Regularly communicate results and areas of focus to the team and leadership
- Hold team members accountable to established performance and service expectations
- Handle escalated or more complex customer situations when needed
- Identify opportunities to improve workflows, processes, and the overall customer experience




- Ensure customer information and interactions are accurately documented
- Work closely with branch leadership and other teams to ensure a consistent customer experience
- Develop the team's knowledge of foreign currency exchange, precious metals, products, and services
- Support the continued development and growth of the Customer Relations function as CanAm expands

What We're Looking For

- Previous experience leading a customer service, customer relations, inside sales, contact centre, or similar team
- Strong coaching and people leadership skills
- Experience establishing and managing KPIs, performance targets, and team accountability
- Comfortable using data and performance metrics to coach employees and improve results
- Excellent phone, email, and interpersonal communication skills
- A strong customer service mindset with the ability to balance service with business results
- Strong follow-up and organizational skills
- Comfortable holding team members accountable while maintaining a supportive working workplace
- Ability to identify problems and implement practical process improvements
- Comfortable working in a fast-paced, customer-focused environment
- Experience in financial services, foreign exchange, banking, sales, or a regulated environment is an asset, but not required

Why Join CanAm?

You'll be joining CanAm during an important stage of growth and will have the opportunity to help shape how the Customer Relations function operates as the business expands.

You'll also gain exposure to foreign currency exchange, financial markets, and precious metals while playing a key role in developing a high-performing, customer-focused team.

Accessibility: CanAm Currency Exchange is committed to providing an accessible recruitment process. Accommodation is available upon request for applicants with disabilities throughout the recruitment and selection process.

Vacancy: This posting is for an existing vacancy.

Pay: $55,000.00-$65,000.00 per year

Work Location: In person

📌 Call Center Manager - Customer Relations (Windsor)
🏢 MSBC Group
📍 Windsor