Senior Management Assistant

We’re seeking a strategic and experienced leader to oversee a 24/7 Roadside Assistance Contact Centre.

This role involves leading a team of Managers across inbound, outbound, and digital channels to ensure exceptional service delivery, operational efficiency, and team engagement.

Day to day responsibilities include: Leading and developing a high-performing team of Managers, Dispatchers, Admin, and Agents Driving recruitment, coaching, and succession planning Overseeing daily operations to meet SLAs, KPIs, and quality standards Managing omnichannel service delivery across phone, digital, and outbound channels Optimizing staffing, call routing, and workforce planning Using data insights to monitor performance and improve processes Presenting results and recommendations to senior leadership Collaborating with People & Culture and union representatives on employee relations Resolving complex issues and driving cross-functional solutions Championing customer feedback and NPS to guide improvements Leading budgeting, forecasting, and strategic planning Identifying and implementing process and technology enhancements REQUIRED SKILLS AND EXPERIENCE ~7+ years of dynamic leadership experience in a contact center environment or an equivalent combination of education and experience ~ Solid understanding of CRM systems, workforce management tools, and contact center technology ~ Proven experience in budget management, including tracking and preparing presentations NICE TO HAVE SKILLS AND EXPERIENCE Experience in labor relations within a unionized environment is a bonus A bachelor’s degree preferably in business administration, management/leadership studies, operations management, or a related field