Operation Lead Hand jobs in Scarborough, ON

THE ROLE

Oxford College is hiring a Call Center Manager to lead our Admissions contact center. The Manager would be responsible for turning inbound and outbound conversations into booked, attended admissions appointments.

We're not looking for someone who just executes a playbook. We want a thinker – someone who can look at booking, show, and conversion data, form their own point of view on what's actually happening, and act on it without waiting to be told. You'll have real ownership over how the center runs day to day, and a direct line to shaping the strategy behind it.

This person can walk the floor and coach a rep through a tough call, then turn around and build the deck that explains conversion trends to the Director of Student Enrollment — in language each audience actually hears.

WHAT YOU'LL OWN

• Day-to-day operations – run daily operations across inbound and outbound calling: staffing, scheduling, service levels, and the tools and processes that keep the center effective.
• Metrics & dashboards – define and track the KPIs that matter (contact rate, booking rate, show rate, no-show rate, cost per call, and more), build the dashboards that surface them, and know how to read a trend versus noise.
• Independent judgment – don't just report what happened — form a view on why, and act. Design and run corrective and improvement plans, and adjust course based on results, not habit.
• Appointment conversion strategy – own the full appointment funnel from first contact through booking, confirmation, attendance, and follow-up, in close partnership with Admissions.
• Team building – recruit, coach, and develop reps into a high-performing team; build a deliberately diverse bench of talent, not by accident but by design.
• Communication across levels – speak agent, fluently – you know what actually motivates a team of agents – and speak leadership just as fluently, distilling performance data into concise, senior-ready updates.
• Presentation ownership — build your own PowerPoint decks, from floor roll-outs and team communications to leadership business reviews. No hand-off required.
• Strategic input – bring insight to the Director of Student Enrollment on trends, market shifts, and growth opportunities – not just numbers, but what they mean and what to do about them.

WHAT YOU BRING

• Proven call center leadership –3-5+ years leading a call center or contact center team, ideally in a high-volume, target-driven, inbound/outbound environment.
• Fluency in call center KPIs –Contact rate, booking/conversion rate, show/no-show rate, cost per call, QA scoring, and workforce management – and you know which levers actually move results.
• A thinker, not just an executor –You don't just carry out a plan – you diagnose what's working, question what isn't, and bring your own recommendations to the table.
• A track record –You can point to a team you built or turned around, and explain specifically how you did it.
• Strong PowerPoint and data storytelling –Comfortable building your own decks and telling a clear, data-backed story – whether the audience is 15 reps or senior leadership.
• Commitment to diverse talent –Hiring and developing a diverse team is a deliberate practice for you, not an afterthought.
• Autonomy –You run your business unit with minimal oversight – you identify what needs to happen and drive it forward.

WHY THIS ROLE

You'll run a lean, close-knit team with real autonomy over how it operates, direct visibility with the Director of Student Enrollment and Executive team, and the mandate to shape strategy – not just carry it out. If you think as much as you execute, this role is built for that.

Job Type: Full-time

Benefits:

• Dental care
• Life insurance
• Vision care

Experience:

• call center work: 5 years (required)

Work Location: In person