Are you a proven BPO/contact centre operations leader ready to put your stamp on a fast growing program? Open to relocation, or based in Calgary? We are especially keen to hear from candidates based elsewhere in Calgary, AB who are willing to travel to Winnipeg on a regular basis, relocation isn't a must for the right Calgary-based candidate.

Should you apply from elsewhere in Canada relocation is a must. 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.

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.;

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. Partner closely with Workforce Management to deliver on staffing requirements.



Coach and develop leadership at every level, this program has grown quickly and needs a leader who can build capability, not just manage it. 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, this partner will probe on it. ~ Comfort analysing and influencing P&L;, cost analysis, and results reporting. ~ The resilience and emotional intelligence to manage a fast-changing, occasionally unpredictable workplace without taking things personally. ~ The ability to pivot quickly, lead through ambiguity and drive change management, this is not a "process is fixed" environment. ~ If you're based in Calgary rather than Winnipeg, a genuine willingness to travel to Winnipeg on a regular basis.

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

📌 Director, Online Business Operations (remote) (Winnipeg)
🏢 JMR Global | Talent Solutions
📍 Winnipeg