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Call Centre Manager in Toronto, 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 Toronto, ON
72228 - 95956
25th percentile
72228
The candidate is new to the role and building the needed skills, experience and autonomy.
50th percentile
82919
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
95956
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 78225 88134 104822 Senior Call Centre Specialist 56061 61798 70924 Call Centre Specialist 44849 51889 58669 Senior Customer Service Specialist 60494 68056 73792 Customer Service Specialist 54758 58930 63362

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