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Senior Manager, Contact Centre Operations

Toronto, Canada

Momentum Financial Services is a leading provider of financial services in North America. For 40 years, we've been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Through our retail network of over 400 locations, known as Moneymart, Insta Cheques and the Cheque Cashing store, we provide access to cash and related products to help our customers achieve their goals.

Our highly skilled workforce puts customers first in everything we do. We serve 2 million people annually with diverse and innovative financial products such as loans, cheque cashing, money transfer and prepaid cards. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions. 

GENERAL FUNCTION

The Senior Manager, Contact Centre Operations is responsible for leading the day-to-day performance of Momentum Financial Services Group’s Contact Centre—including Customer Service and Inside Sales teams—across multiple channels (voice, chat, SMS, email, and chatbot). This individual is accountable for ensuring operational excellence, sales effectiveness, and delivering exceptional customer experience.  This is a highly visible role that will lead both in-house teams and a Toronto-based BPO partner, managing performance, execution, and readiness across all service and sales lines.

DUTIES/RESPONSIBILITIES

  • Contact Centre Leadership: Lead daily operations across customer service and inside sales teams, ensuring consistent delivery of KPIs including service levels, CSAT, sales conversion, QA scores, and compliance standards.
  • Sales Performance: Oversee the Inside Sales team to drive revenue generation through outbound campaigns, upselling, cross-selling, and lead conversion strategies. Partner with Sales and Marketing teams to align sales tactics with broader business goals.
  • Team Development: Provide direct leadership to frontline leaders and managers, supporting recruitment, onboarding, training, coaching, and career development of high-performing teams.
  • Vendor Oversight: Manage operational execution through our Toronto-based BPO partner, including bi-monthly on-site visits, performance reviews, and continuous improvement efforts.
  • Workforce Readiness: Collaborate with Workforce Management, Quality Assurance, and Training teams to optimize scheduling, readiness, and call handling across teams.
  • Change Management: Ensure operational preparedness for new product launches, marketing campaigns, technology deployments, and business process changes.
  • Customer Experience Champion: Monitor trends and escalate insights to drive issue resolution and remove barriers to customer satisfaction.
  • Remote Operations & Travel: This is primarily a remote position with regular travel required to corporate head office and semi-monthly visits to the Toronto BPO office.
  • Process & Compliance: Ensure all activities meet legal, regulatory, and company standards and contribute to a risk-managed, compliant operation.

EDUCATION 

Bachelor's degree required

EXPERIENCE

  • 8+ years of experience in contact centre operations, with 3+ years in a people leadership role; experience managing inside sales or outbound campaigns strongly preferred.
  • Experience in financial services or similarly regulated, high-compliance industries considered an asset.
  • Proven track record in leading remote and hybrid teams, as well as managing vendor (BPO) performance.
  • Strong understanding of CCaaS platforms, CRM systems, sales technologies, QA/WFM tools, and digital support channels.

SKILLS

  • Operational Leadership: Proven ability to manage large teams in a fast-paced, performance-driven environment.
  • Sales Mindset: Strong grasp of sales strategy, coaching, pipeline management, and frontline sales execution.
  • Analytical Agility: Ability to interpret data and KPIs to drive performance improvement and customer outcomes.
  • Collaborative Partner: Builds trust and influence across teams, departments, and vendors.
  • Change-Ready: Comfortable leading through ambiguity and driving adoption of new tools and processes.
  • Customer-Focused: Obsessed with delivering seamless, empathetic service across all customer touchpoints.
  • Strong Communicator: Clear, concise, and confident—both verbally and in writing.

Additional Information

All your information will be kept confidential according to EEO guidelines.

*Notice to Ontario Applicants – Momentum Financial Services Group is committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment, and selection process. If you are selected for an interview, please notify Momentum Financial Services Group if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, we will work with you to determine how to meet your needs.

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.

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Employment and Verification Information:

  • Money Mart will review all submissions, and interview the most qualified candidates based on their knowledge, skills, abilities, and other competencies.
  • Candidates who do not meet the requirements, in the recruitment process, for employment will remain classified as applicants and may re-apply for any future job posting and shall receive equal consideration.
  • Only successful applicants will be contacted.
  • All resumes will be kept on file for a period of three months.
  • Money Mart is committed to protecting the rights of individuals to privacy with regard to the processing of personal data.
  • It is necessary for Money Mart to process personal data in the normal and proper conduct of business operations.
  • Such processing will be conducted fairly and lawfully in accordance with Canada’s Federal Personal Information Protection and Electronic Documents Act including the ten principles set out in the National Canadian Standards Association: Model Code for the Protection of Personal Information.
  • If there is a query regarding the accuracy of your personal data then your query will be dealt with fairly and impartially.
  • Money Mart holds data on prospective, current and former candidates, as well as prospective, current and former staff
  • This data is held securely in electronic and/or as a paper record.
  • The processing of this data is subject to the rules laid down under Canada’s Federal Personal Information Protection and Electronic Documents Act.
  • Personal data will only be used for the proper purposes of the employment business.
  • The protection of your personal data will be governed by the provisions of Canada’s Federal Personal Information Protection and Electronic Documents Act. Access to your data will be restricted to those personnel to whom it is necessary for proper purposes.
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