Senior Coordinator, Contact Centre Services

Title : Senior Coordinator, Contact Centre Services Employee Working Location : Partially Virutal/Hybird (Canada) Employment Status : Permanent Full-Time (35 hours per week) The Canadian Red Cross (CRC) – an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada’s Best Employers 2026, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment. In this role, you will: Support the planning, execution, and monitoring of programs/services, ensuring adherence to timelines, budgets, and quality standards. Assist with logistics, procurement, and administrative needs to facilitate smooth operations. Coordinate technical support requests and ensure access to necessary resources. Prepare and finalize program/service documentation, including decision papers, reports, and approvals. Organize and facilitate meetings, workshops, and key activities, ensuring proper documentation and follow-up. Develop and maintain documentation to ensure consistency across program/service line processes and procedures. Maintain team calendars, coordinate meetings, prepare agendas, issue minutes, and distribute materials. Provide administrative support to ensure efficient team operations, including responding to inquiries on policies and procedures. Build and maintain a centralized library of operational standards, processes, guidelines, and tools. Assist in drafting briefing documents, presentations, and operational reports as needed. Maintain and update project trackers, databases, and monitoring systems for real-time data tracking. Collect, analyze, and report on key program/service indicators to support decision-making and continuous improvement. Ensure proper documentation, storage, and accessibility of program/service data for compliance and future reference. Prepare internal and external reports, including monthly, quarterly, and ad-hoc progress reports. Monitor compliance with program/service requirements, funding guidelines, and organizational policies. Facilitate communication and collaboration with internal teams, external partners, and stakeholders to ensure alignment, support program/service objectives, and enhance overall effectiveness. Support the development and dissemination of operational policies, frameworks, and tools. What we are looking for: Qualifications include a minimum of 4-5 years' experience and a 1-2 year post-secondary certification/diploma and/or an equivalent combination of education and experience. Proficiency in Microsoft Office applications (Word, Outlook, Excel, PowerPoint) and SharePoint is required. Ability to identify, investigate and analyze problems, identify root causes and risks, and apply technical, functional and organizational knowledge to develop solutions. Communication skills, diplomacy and empathy to interpret information and deliver advice, clarify client or stakeholder needs, offer solutions, and resolve escalations in new or somewhat sensitive situations. Experience in program or service coordination, including the development and implementation of program or service plans, budgets, and evaluation activities. Ability to identify opportunities for process creation and/or improvement to enhance efficiency and effectiveness in service delivery. Ability to understand data analytics to assess performance metrics and generate reports for management. Working conditions: As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English. Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information. If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).