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 setting

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.

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