Sr Specialist, Contact Center Operations & Training

At OSL Retail Services, we believe people are the heart of everything we do, and it is an exciting time to be part of something special! Our momentum is growing, and is fueled by innovation, collaboration, and a shared entrepreneurial spirit that drives real results. Founded in 2012 in Mississauga, Ontario, OSL delivers customized sales solutions in retail, direct sales, and customer acquisition, all built on a foundation of integrity, respect, and passion. Our culture thrives on connection, purpose, and growth. If you’re looking for a place where your talents are valued, your ideas matter, and your career can grow, we’d love to meet you.

We are currently seeking Sr. Specialist, Contact Centre Operations & Training. Reporting to the Senior Manager, Customer Service, this role oversees outsourced omnichannel customer service operations, ensuring vendor partners deliver exceptional service and performance. The role collaborates with cross-functional teams to manage contact volumes, enhance customer experience, drive process improvements, and support agent readiness. Responsible for operational planning, budget management, and oversight of operations, training, QA, and workforce management, this position drives service performance, cost optimization, and continuous improvement across customer service operations.

• Vendor Governance & Performance Management - Manage day-to-day relationships with outsourced Contact Center and lead WBRs, review SLA performance, drive corrective action plans, and serve as the primary operational point of contact.
• Operational Performance Oversight - Hold vendors accountable for accessibility, handle efficiency, customer sentiment, staffing, shrinkage, absenteeism, adherence, occupancy, and attrition to maintain service levels during peak periods, outages, and product launches.
• Omnichannel Quality Assurance & Agent Auditing - Drive QA governance across voice, chat, and messaging channels; lead calibration sessions, review QA evaluations, identify coaching opportunities, and conduct mystery calls and test chats to ensure compliance and service excellence.
• Forecasting, Workforce Planning & Capacity Management - Develop contact volume forecasts, analyze trends and seasonality, and partner with WFM and vendor leadership to align staffing with demand while optimizing labor spending.
• Financial Audit & Cost Control - Conduct invoice reconciliations, audit billed hours and service charges against telephony and workforce data, resolve discrepancies, and ensure audit readiness.
• Training, Knowledge Management & NPI Readiness - Oversee agent training for new product launches, software releases, and policy updates; maintain knowledge repositories and ensure frontline readiness.
• Escalation, VOC & Systems Governance - Monitor ticket backlogs and turnaround times, analyze VOC trends, reduce customer escalations, and oversee agent provisioning, system access, and contact center tools.
• Business Intelligence & Executive Reporting - Develop and publish operational reports, deliver NPS KPI and forecast analyses, provide strategic recommendations, and support ad hoc projects and cross-functional initiatives.

• Bachelor’s degree in business administration, operations management, data analytics, or a related discipline (or equivalent practical experience).
• 3–5+ years of experience in contact center operations, BPO vendor management, workforce planning, forecasting, or omnichannel customer support within consumer electronics, retail, or technology environments.
• Proven success managing global BPO partners across voice, chat, and digital channels, supporting tier 1 customer and technical support operations.
• Strong workforce management and forecasting expertise, including volume forecasting, capacity planning, and resource allocation.
• Financial and analytical acumen with experience validating vendor invoices, auditing billing data, managing budgets, and identifying cost-saving opportunities.
• Proficiency in contact center technologies (e.g., Salesforce, Genesys, Sprinklr), knowledge management systems, and advanced excel/data analysis tools.
• Strong communication, and stakeholder management skills, with the ability to drive accountability, present executive-level insights.
• Bilingual proficiency (English and French) is an asset

The salary for this role is $80k-$85k. Your final compensation will reflect your years of experience and beyond the numbers, we’re proud to offer a holistic package that includes:

• Award-winning culture: Proud to be one of Canada’s Best Managed Companies for 8 years running — now a Platinum Club member.
• Invested in you: Structured employee development programs designed to help you thrive.

We’re committed to supporting your success every step of the way.  What are the next steps?

We thank all interested applicants; however, only qualified candidates will be contacted.  This position requires successful completion of a criminal background check. OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.

Disclaimer: As part of our recruitment process, we utilize artificial intelligence (AI)-based tools to assist with certain stages, including initial resume screening and skills-matching assessments. These tools are designed to help our hiring team identify candidates whose experience and qualifications align closely with the requirements of the role. Please note that all final hiring decisions are made by our recruitment team.  The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.  In compliance with Ontario’s Bill 190, we confirm that this posting represents a current existing vacancy within our organization.