Call Centre Manager in St. John's, NL

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 St. John's, NL

65164 - 86572

25th percentile

65164

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

50th percentile

74810

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

86572

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

70575

79515

94571

Senior Call Centre Specialist

50579

55754

63988

Call Centre Specialist

40463

46815

52931

Senior Customer Service Specialist

54578

61400

66576

Customer Service Specialist

49403

53167

57166

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