Job Description

PAY RANGE:

$80,000 $95,000

HOURS/AVAILABILITY:

Monday - Friday

POSITION SUMMARY:

The Service Centre Senior Manager will lead the strategic and day-to-day operations of our inbound and outbound contact center, ensuring service excellence, team well-being, and alignment with the organizations mission. This role is critical in maintaining high-quality service delivery, optimizing performance, and fostering a supportive and purpose-driven team culture.

ESSENTIAL FUNCTIONS/JOB DUTIES:

• Leadership & Strategy
  • Develop and execute strategic plans for the service center in alignment with organizational goals and community needs.
  • Lead and mentor a team of managers, supervisors, and front-line staff, promoting a value-driven, inclusive culture.
  • Provide guidance during crises or high-demand periods, ensuring resilience and adaptability in operations.
• Operational Oversight
  • Oversee daily operations to ensure service levels, response times, and quality metrics are consistently met or exceeded.
  • Monitor service volume trends and staffing needs; manage workforce planning, scheduling, and resource allocation.
  • Implement and optimize technologies (e.g., telephony, CRM systems, analytics tools) to improve service delivery. Utilize AI tools to enhance the customer and staff experience when using the service center.
• Quality & Compliance
  • Establish and uphold service standards, scripts, and quality assurance protocols aligned with regulatory and ethical standards.
  • Ensure compliance with privacy laws, safeguarding policies, and organizational guidelines.
  • Handle escalated services or complaints with professionalism, empathy, and effectiveness.
• People & Culture
  • Foster a culture of care, inclusion, and continuous learning across the team.
  • Develop training programs and career pathways for service center staff.
  • Support staff wellbeing through mental health initiatives and regular engagement activities.
• Reporting & Improvement
  • Analyze performance metrics and prepare regular reports for senior leadership.
  • Identify trends, challenges, and opportunities to drive continuous improvement.
  • Lead initiatives to improve service accessibility and equity for all clients.

QUALIFICATIONS:

Skills & Knowledge:

• Minimum 5 years of experience in managing call/service center operations, with at least 2 years at a senior leadership level.
• Strong leadership skills with demonstrated success in team development and staff retention.
• Excellent understanding of service center technologies, metrics, and best practices.
• Empathetic communicator with excellent interpersonal, organizational, and problem-solving skills.

Education & Training:

• Completion of various YMCA trainings within the allotted time frame after hire

WHY THE Y?

• Free Y membership with employment
• Referral bonuses - Y employees can earn cash or Y credit bonuses for referring a new hire*
• Up to 60% discounts for yourself, family, and even your siblings on Y programs, camps, preschool, childcare, and more.
• A values-led, supportive work environment where your leadership helps change lives.
• Flexible working arrangements and an inclusive culture that embraces diversity.
• Ongoing professional development and training opportunities.
• Health insurance, dental insurance, scholarship, retirements, and transportation support

*See job opportunities page for full details

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