• Handling inbound calls related to NPWT (Negative Pressure Wound Therapy) orders, service requests, and product inquiries from patients, physicians, skilled nursing facilities, and healthcare professionals • Documenting customer interactions and updating account information using internal systems and established procedures • Providing information regarding products, orders, and services based on approved processes, workflows, and training materials • Routing customer inquiries and service requests to the appropriate internal departments when required • Supporting a 24/7 operational environment, including overtime as business needs require

• Deliver virtual and classroom call center training for new hires and existing agents • Coach agents through live call monitoring, roleplay, and one-on-one feedback • Develop and update training materials, scripts, and sales exercises • Identify skill gaps and escalate performance risks to the Training Manager • Document daily EOD recaps and live monitoring findings with behavioral specificity

Role Description The Manager of our Contact Center Operations plans and implements call center strategies and operations, improving systems and processes, new project development, assisting in and developing policies and procedures to meet specific goals, managing staff, and overseeing daily operations and staffing within our business development center. This role also focuses on problem solving, account relations, coaching and mentoring to ensure teams and individuals are meeting their production and service metrics. A successful Manager will bring change management experience and strong people and process leadership skills to the team. - Direct, administer and control the day-to-day operations and activities of the assigned team/customer account. - Ensure compliance with new and existing guidelines and procedures to provide high quality service and outstanding customer care. - Promote the implementation and delivery of company initiatives and strategies, including partnering with Dev to ensure successful deployments. - Provide ongoing feedback in the form of coaching, correction action plans, performance evaluations and the development of SMART goals. - Accountable to meet or exceed all queue performance objectives to optimize the customer experience. - Promote and foster a positive work environment by encouraging communication and collaboration among the team. - Ensure effective communication within the Center and with key stakeholders outside of the operations. - Drive operational improvements in the Center by identifying and implementing opportunities. - Partner with Account Management to improve the customer experience and reduce churn. - Collaborate with the HR team to maximize the recruitment strategy and manage staffing requirements. - Support and assist in the recruitment and onboarding process including suggesting refinements. - Participate in existing/potential client meetings where required. Qualifications - Bachelor’s degree in business or related field experience or a combination of education and experience. - 5+ years experience in call center management/operations management. - Strong, demonstrated experience in managing large, diverse, multi-site teams. - Experience in Process Management, Product Management and Quality Management. - Cross functional negotiation and influencing skills to resolve problems and issues. Requirements - Flexibility to work within the hours of operation: 7:00 am till 11:00 pm Monday to Friday and 8:00 am till 9:00 pm on Saturdays. - Criminal background check required. - Some travel required. - Bilingualism would be considered an asset. - Experience in the automotive industry would be an asset. Benefits - A chance to be a part of a team of professionals committed to innovation, initiative, integrity & teamwork. - A full-time schedule, consisting of 40 scheduled hours per week. - Strong benefits offerings beginning after 3 months of employment. - Company match RRSP Plan. - Access to our employee assistance program. - Monthly Bonus Plan.

Call Center Team Leader Toronto, ON Remote #27812 Job Type Contract To Hire Industry Logistics and Supply Chain Language English,French Salary 35 - 45 per Hour Specialization Customer Service Vacancies Existing Vacancy Job Description Location: Remote (Canada, Eastern Time hours) Language: English, professional proficiency in written and spoken communication; French, Spanish, or Portuguese are considered an asset Duration: 3 months (contract-to-permanent) Background Check Requirement: Criminal record check and professional references required About the Opportunity This is an exciting opportunity to step into a newly created leadership role with a growing, globally connected organization in the customer experience and telesales space. As the team expands across North America, you will play a key role in shaping how a high-performing remote call center operates, supporting both inbound and outbound sales initiatives. You will collaborate with international peers and lead a team of agents, helping to create meaningful customer interactions that drive business results. This role is ideal for someone who thrives in a fast-paced, people-first environment and enjoys building strong, engaged teams across borders. What’s In It for You • A fully remote work environment with a globally connected team • The opportunity to build and lead a team from the ground up • Exposure to international markets and leadership collaboration • A culture that values growth, autonomy, and continuous improvement • Competitive compensation with potential for long-term career progression Your Responsibilities • You’ll lead and support a team of approximately 10 call center agents, ensuring performance goals are met • You’ll coach and mentor team members, helping them develop their sales and customer service skills • You’ll oversee both inbound and outbound call activities, driving quality and productivity • You’ll monitor team performance, analyze results, and implement action plans to improve outcomes • You’ll collaborate with global team leads and leadership to ensure alignment and consistency • You’ll act as a key point of support for agents, addressing challenges and fostering engagement Skills and Qualifications • 3+ years of experience in a call center environment, with exposure to both inbound and outbound operations • Previous leadership or supervisory experience is strongly preferred • Strong communication skills with the ability to motivate and guide remote teams • Proven ability to manage performance and drive results in a sales-focused environment • Comfortable working in a remote, collaborative, and fast-paced setting • Additional language skills such as French, Spanish, or Portuguese are an asset 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 candidat