Victoria Park Medispa

Head of Call Center – Head of Call Center

Victoria Park Medispa

full-time

Posted on:

Location Type: Hybrid

Location: Westmount • Canada

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Job Level

Lead

About the role

  • Define a clear vision for call center excellence and continue to foster a culture of high performance and continuous learning.
  • Mentor and advise leaders, ensuring robust succession planning and leadership development.
  • Oversee workforce planning, scheduling, wellness initiatives, and engagement programs.
  • Align incentive and recognition programs with organizational objectives and customer outcomes.
  • Oversee the annual performance review process, work with managers to secure necessary resources, and ensure the team is optimized to deliver sustained productivity and employee satisfaction.
  • Define and communicate long-term strategies that align call center goals with broader company objectives.
  • Lead quarterly and annual planning, taking into account market trends, patient feedback, and business priorities.
  • Provide executive-level reporting on performance, risks, and opportunities.
  • Collaborate cross-functionally with marketing, operations, and technology teams to support growth and innovation.
  • Establish key performance indicators and ensure accountability for milestones and outcomes.
  • Promote a culture of proactive problem-solving and continuous improvement.

Requirements

  • Bachelor's degree in Business, Communications, Operations, or a related field
  • More than 5 years of leadership experience in customer service or call center operations
  • Proven experience leading large teams in high-volume environments
  • Strong knowledge of call center operations, workforce planning, and quality assurance
  • Proficiency with CRM systems, telephony software, and performance analytics tools
  • Data-driven decision-maker with strong problem-solving skills
  • Ability to translate feedback and observations into operational improvements
  • Excellent communication skills in French and English, with the ability to influence and collaborate cross-functionally
  • A passion for customer experience, particularly in the beauty, wellness, or healthcare sectors, is considered a strong asset.
Benefits
  • Employee Discount: Enjoy discounts on our full range of aesthetic medical services and skincare products to look and feel your best.
  • Health & Wellness: Our group insurance plan covers medical, dental, and vision care so you're protected on all fronts.
  • Ongoing Training: Take advantage of continuous learning and development opportunities, access to our corporate Kindle library, and annual training funds.
  • Scholarship Program: Each year we offer scholarships for courses focused on personal growth and professional development.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
leadership experiencecall center operationsworkforce planningquality assuranceperformance analyticsdata-driven decision-makingoperational improvements
Soft Skills
mentoringcommunicationproblem-solvingcollaborationinfluencingcontinuous improvement
Certifications
Bachelor's degree