Senior Manager, Road Assist Contact Centre

BCAA is hiring a Senior Manager Road Assist Contact Centre!

Were looking for an experienced and strategic leader to oversee BCAAs 24/7 Roadside Assistance Contact Centre (RACC). In this role youll be responsible for ensuring exceptional service delivery and operational efficiency across inbound outbound and digital channels. Reporting to the Director of Automotive Operations youll lead a team of Managers to drive performance enhance business processes and create long-term strategies that elevate both Member satisfaction and team engagement.

The ideal candidate is a shown people leader with strong operational expertise a customer-first approach and a successful track record leading large teams in complex service environments.

This is a hybrid role based on our Burnaby BC (British Columbia) location working 3 days a week in office. Applicants who are not located within commuting distance of our Burnaby office or do not have plans to relocate will not be considered for this position.

Who you are:

• Youre an experienced people leader who thrives on guiding teams.

• Youre passionate about coaching developing talent and building strong engaged teams.

• Youre skilled at turning customer concerns into positive outcomes and lasting relationships.

• Youre motivated by leading large-scale change and know how to bring people along the journey.

• You think strategically and have a consistent track record of delivering projects that move businesses forward.

• You bring strong analytical and business planning skills paired with a creative approach to solving problems.

• You exude confidence work well with others and excel at encouraging positive connections and negotiating mutually beneficial results.

What youll do:

• Lead and inspire a complementary team of Managers Team Leads Dispatchers Admin and Agents in a 24/7 contact centre.

• Recruit coach and develop top talent while driving succession planning and long-term growth.

• Set clear expectations provide ongoing feedback and address performance issues constructively.

• Nurture an engaged motivated team culture through communication recognition and development opportunities.

• Lead all aspects of day-to-day contact centre operations ensuring critical metrics SLAs and quality standards are consistently met.

• Lead inbound outbound and digital channels to deliver a seamless omnichannel customer experience.

• Optimize workforce planning call routing and staffing levels to reduce wait times and improve efficiency.

• Use dashboards reporting tools and data insights to monitor performance and streamline processes.

• Present operational results risks and opportunities to senior leadership on a regular basis.

• Partner with People & Culture and union representatives on employee relations grievances and operational changes.

• Handle complex issues and collaborate cross-functionally to resolve issues effectively.

• Act as the voice of the customer using feedback and NPS results to drive continuous improvements.

• Lead operational planning including forecasting workforce management and budgeting.

• Handle costs responsibly aligning with operational budgets and business goals.

• Identify and implement process and technology improvements that elevate service quality and efficiency.

• Define and implement contact centre strategies that align with organizational objectives and enhance customer experience.

What you bring:

• A bachelors degree preferably in business administration management/leadership studies operations management or a related field.

• 7 years of dynamic leadership experience in a contact centre environment or an equivalent combination of education and experience.

• Solid understanding of CRM systems workforce management tools and contact centre technology.

• Shown experience in budget management including tracking and preparing presentations.

• Experience in labor relations within a unionized environment is a bonus.

Internal Applicants: Please note that this is a M3 role and the internal posting will close on August 28 2025.