Call centre managers in Canada are responsible for the overall operations and performance of a call centre. This role involves leading and motivating a team of agents, optimizing call centre processes, and ensuring excellent customer service.
Typical call centre manager duties:
Recruit, hire, train, and develop call centre agents.Monitor team performance and address performance issues.Develop and implement call centre strategies and policies.Optimize call centre operations to improve efficiency and productivity.Ensure high levels of customer satisfaction through effective call handling.Monitor call centre performance metrics (e.g., call volume, handle time, customer satisfaction).
Looking for a call centre manager or a call centre manager job?
The candidate is new to the role and building the needed skills, experience and autonomy.
50th percentile
74333
The candidate has the experience to perform core responsibilities without direct supervision and is comfortable with the role’s processes and subject matter.
75th percentile
86020
The candidate delivers value beyond the stated job duties, has advanced qualifications and experience, and is ready for the next career level.
