Lead customer service and centralized operations teams in a five-days-onsite GTA position supporting a 24/7 operation. Apply workforce planning and performance leadership daily. The Talent Company is conducting a confidential search for an experienced Manager, Customer Service & Operations. Lead approximately 10 to 20 employees in a unionized environment. Balance service delivery, employee development, operational efficiency, and continuous improvement across customer inquiries, incidents, and escalations. Key Responsibilities:

Lead customer service and centralized operations functions Oversee inquiries, complaints, payment issues, and escalations Manage monitoring, incident response, dispatch, and work orders Plan staffing, schedules, workforce readiness,



and performance monitoring Coach employees and address performance and employee relations matters Requirements:

Five years of leadership experience, including three years in service environments Three years of management experience in a unionized workplace Knowledge of workforce management, scheduling, and service metrics Experience using CRM, telephony, and reporting systems Strong communication, conflict resolution, and problem-solving skills Bring hands-on leadership, workforce planning, and customer service expertise to strengthen operational performance across a 24/7 operation.

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📌 Customer Service Operations Manager (Toronto)
🏢 The Talent
📍 Toronto