Contact Center Manager
About The Position
Creators of unique Canadian Spa Villages, Groupe Nordik brings exceptional wellness experiences to life in all its destinations. Supported by a team of over 800 passionate employees, we combine innovation, expertise and teamwork to push the boundaries of wellness. Every team at Groupe Nordik plays a key role in bringing our ambitious creations to life. Each one of us is a passionate individual, united by a shared desire to make a difference. As Contact Centre Manager, you lead the performance, evolution, and culture of the team that serves as the first point of contact between Groupe Nordik and its guests. You don't run a call centre — you orchestrate a true customer experience hub where every interaction drives loyalty, generates revenue, and strengthens our brand. Our contact centre operates 7 days a week, 364 days a year. The position will have a schedule from Tuesday to Saturday with variable hours between 8 a.m. and 9 p.m.
Requirements
- College diploma (DEC) in business administration or equivalent (Bachelor's degree an asset).
- A minimum of 5 years of progressive experience in operations, sales, and customer service.
- Proven experience managing supervisors and agents, ideally in a multi-site or remote environment.
- Expertise in process optimization and contact centre performance.
- Proficiency with Salesforce Service Cloud (an asset).
- French-English bilingualism required.
Nice To Haves
- Bachelor's degree
- Proficiency with Salesforce Service Cloud
Responsibilities
- Defining the operational vision of the contact centre and aligning it with business objectives and our brand promise.
- Driving key KPIs (service level, conversion, satisfaction, AHT, FCR) and deploying the required action plans.
- Identifying and implementing technological innovations (AI, automation, self-service) to improve productivity and customer experience.
- Planning workforce levels according to call volumes and seasonal cycles.
- Engaging, coaching, and developing agents and supervisors in a hybrid/remote setting.
- Recruiting, onboarding, and retaining talent; building a culture of recognition and pride in service.
- Designing and evolving onboarding and continuous training programs.
- Overseeing payroll and applying HR policies (absences, leave, compliance).
- Acting as a strategic partner with Operations, Marketing, Sales, Finance, and IT to optimize the customer journey.
- Personally handling complex escalations and crisis situations.
- Transforming customer feedback into concrete improvement projects.
- Overseeing requests through ClickUp, validating financial transactions, and processing gift certificates.
- Monitoring fraud alerts and the security of operations.
Benefits
- Competitive salary aligned with Groupe Nordik's salary scale
- Comprehensive benefits plan including telemedicine
- Complimentary spa access for you and a guest of your choice
- Discounts on food, massage therapy, and esthetic services at our spas
- Free access to an on-site gym
- A warm work environment with free parking and complimentary non-alcoholic beverages
- A personalized training and development program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
