job postings call centre manager jobs in canada

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call centre manager Jobs

about call centre managers

You are customer focused, ready and willing to help coach and train team members and are an excellent communicator. You will be the liaison between senior management and the strategic business team and the customer-facing reps in your company.
If you have strong management skills, are great with people and have a passion for customer service, this could be a great career for you. Contact Randstad Canada to explore your opportunities today.

what call centre manager jobs entail

Call centres often operate 365 days per year, servicing customers in multiple time zones, requiring call centre managers to potentially work a variety of shifts. You may be required to work evenings and weekends, and may also be expected to work overtime during busy time periods. You will work in an office environment and spend your time managing call centre representatives, assisting them as required and managing your team. In most cases, you will report to a senior call centre manager or VP.

average call centre manager salaries

The average annual salary for a call centre manager in Canada is about $55,000 per year. On the low end, you can expect to start at approximately $40,000 per year. At the top end of the salary scale, you can make up to $80,000 or more. Commission, bonuses, and performance incentives may also be part of your compensation package, helping you increase your earning potential.

day to day tasks

As a call centre manager, your main job is to ensure the call centre runs efficiently. Some of your tasks include:

  • manage daily operations
  • provide coaching and training
  • set performance goals and review staff performance
  • assist with customer service and customer inquiries as required
  • monitor calls and employee performance
  • manage the operations budget
  • provide status reports
  • participate in hiring and recruiting

where you can work

Call centres play an important role for companies in many industries. Many call centre managers find career opportunities in financial services, retail, IT solutions, travel, government agencies, and telecommunications. Jobs are found with large companies or with third party call centre solution companies in cities across Canada. Some roles may be remote, allowing you to work out of a home office.

what you bring to the table

Successful call centre managers must possess a diverse skill set. Hiring companies are looking for candidates with these skills:

  • excellent communication skills
  • strong interpersonal skills
  • effective time management and organizational skills
  • experience with sales and business
  • strong change management abilities
  • operations management
  • people management
  • strong technology acumen
  • sales management

training and certifications

The majority of companies require call centre managers to have a college or university degree. While a specific degree is not commonly mentioned, a degree in the field where the company operates can be beneficial.

Common degrees call centre managers have include sales, human resources, social sciences, or computer or media studies. Most training for call centre managers is done on the job and in-house as part of the onboarding process. Additional training is provided as you progress within the company.

where your career is headed

Call centre managers tend to work their way up through the company, starting as a call centre representative. Once you work as a call centre manager for a number of years, there are several potential roles that can open up. Many move on to managing larger and more complex call centres, some move into staff coaching and training roles, others take on the management of a specific function of the call centre.

Are you ready to make a career move? Want to take the next step in your career as a call centre manager? Contact Randstad Canada today to explore your opportunities.

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