Who we're looking for:

Reporting to the Senior Manager, Operations Support, the Manager, Operations Support is responsible for leading national operational support strategies that enable consistent execution of business priorities and achievement of key performance indicators. This role provides leadership across performance/scorecard management, planning, reporting, and cross-functional coordination to ensure operational delivery is aligned with organizational goals. Through data-driven insights, continuous improvement, and strong stakeholder partnership, the Manager, Operations Support helps drive efficiency, consistency, and sustainable performance across National Call Centre operations.

Location: We are open to hire for our Calgary, Edmonton, Burnaby, Vancouver, Winnipeg, Fredericton, Moncton, Halifax, Brampton, Toronto, Montreal or Saskatoon location.

What you'll do:

• Lead national operations support strategies that drive execution against business priorities and KPI targets
• Oversee performance management processes, including KPI monitoring, trend analysis, and operational reporting
• Translate national strategic direction into actionable operational plans for frontline and support teams
• Identify performance gaps, operational risks, and improvement opportunities, and lead action planning to address them
• Partner with cross-functional teams to ensure alignment between business strategy, workforce planning, and operational delivery
• Support demand forecasting, capacity planning, and resource optimization to enable efficient service delivery
• Drive consistency and standardization across operational processes, tools, and reporting practices
• Provide leadership with actionable insights and recommendations to improve performance and support decision-making
• Lead continuous improvement initiatives that enhance customer experience, employee effectiveness, and operational efficiency

What you bring:

• Excellent planning, problem-solving, organizational, and time management skills, with the ability to manage multiple priorities in a fast-paced, evolving environment.
• Strong understanding of call centre operations, including KPI management, demand forecasting, capacity planning, workforce optimization, productivity, service levels, and customer experience drivers.
• Proven ability to analyze performance data, identify trends and root causes, and translate insights into actionable recommendations that drive operational improvements.
• Effective stakeholder management and communication skills, with the ability to clearly present insights, risks, and recommendations to leadership and cross-functional partners.
• High attention to detail, with strong intellectual curiosity and a continuous improvement mindset focused on simplifying processes and improving outcomes.
• Experience supporting performance management routines, including KPI tracking, reporting, and trend analysis at both team and national levels.
• Demonstrated ability to assess and improve business processes, driving consistency, efficiency, and standardization across operations.
• Self-starter with the ability to work independently, take initiative, and deliver with a high degree of accountability and ownership.

What's in it for you?
We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you'll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:

• Competitive salary & annual bonus
• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
• Paid time off for volunteering
• Company matching contributions to charities you support
• Growth & Development Opportunities:
  • My Path: self-driven career development program
  • Rogers First: priority in applying to internal roles of interest
• Wellness Programs:
  • Homewood employee & family assistance program
  • Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
  • Low or no-cost fitness membership.
• Our commitment to the environment and diversity:
  • Work for an organization committed to environmental protection
  • Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing Pe

Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: No Selection
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 337038

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

Posting Notes: Corporate

Location: