Call Centre Manager in Ottawa, ON

Call Centre Manager Job Description

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).

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Salary for Call Centre Manager in Ottawa, ON

69596 - 92460

25th percentile

69596

The candidate is new to the role and building the needed skills, experience and autonomy.

50th percentile

79898

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

92460

The candidate delivers value beyond the stated job duties, has advanced qualifications and experience, and is ready for the next career level.

Projected salaries for related positions

Position title

25th percentile

50th percentile

75th percentile

Customer Service Manager

75375

84923

101003

Senior Call Centre Specialist

54019

59546

68340

Call Centre Specialist

43215

49999

56531

Senior Customer Service Specialist

58290

65576

71104

Customer Service Specialist

52763

56783

61054

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