Operations Manager

Location: Toronto, Ontario (Hybrid, with regular on-site collaboration)
Language: Excellent written and verbal English communication skills are required.
Duration: 6-month contract with the intention to convert to a permanent position.
Background Check Requirement: Background check may be required as part of the hiring process.

About the Opportunity
Join a collaborative technology team that plays a critical role in keeping enterprise customer communication platforms running smoothly. Supporting a large, complex organization in the healthcare sector, you will help ensure the stability and performance of voice, chat, email, fax, and contact centre technologies while partnering closely with business and technical stakeholders to deliver exceptional service.

This is an opportunity to make a meaningful impact during a period of growth and transformation. As new communication capabilities are introduced, you will lead operational excellence, strengthen vendor partnerships, improve service delivery processes, and help shape the future of an internal operations support function.

What’s In It for You
• Work on business-critical enterprise technologies that directly support customer experience.
• Partner with experienced technical and business leaders in a collaborative, people-first environment.
• Help influence operational strategy while building scalable processes and future team capabilities.
• Gain exposure to large-scale technology initiatives with the opportunity to transition into a permanent leadership role.

Your Responsibilities
• You'll oversee day-to-day production support operations across enterprise contact centre and unified communications platforms.
• You'll lead major incident management activities, providing clear executive communications and coordinating rapid service restoration.
• You'll monitor operational dashboards, KPIs, ticket queues, and SLA performance to drive continuous improvement.
• You'll manage external vendor performance and ensure high-quality operational support delivery.
• You'll support production changes, upgrades, maintenance activities, and operational readiness for new platform implementations.
• You'll partner with business and IT stakeholders to improve operational processes while helping build a future internal support team.

Skills and Qualifications
• 8+ years of progressive experience leading enterprise production support or operations teams.
• Leadership experience supporting Contact Centre technologies, including Five9 or Genesys. Cisco experience is considered an asset.
• Strong experience leading Incident Management and production support within complex enterprise environments.
• Demonstrated success managing outsourced vendors and driving service delivery performance.
• Experience monitoring operational KPIs, managing ticket backlogs, and ensuring SLA compliance.
• Strong executive presence with exceptional stakeholder communication and relationship management skills.
• Healthcare industry experience and experience building internal support teams are considered strong assets.

Why Partner with Altis
If you’ve never worked with a staffing agency before, we make it easy. We work with top employers across Canada who have great jobs to fill, each vetted and verified by our team. When you apply for a job with Altis, we get to know you as a candidate and learn what your strengths are. Then, if you’re a solid match, we handle all the logistics, advocating for you as a candidate for the role, providing access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for candidates.

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals. All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.