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Call Center Associate Jobs in Nepean, ON (NOW HIRING)

The RPM Groups

Be Seen First

Call Center Sales Representative

Ottawa, ON · On-site

Call Center Sales Representatives Seeking a motivated and results-driven Call Center Sales Representative to join a dynamic Inside Commercial Sales Team. In this role, you will be responsible for ...

Costco Wholesale

Inbound Contact Centre Agent

Nepean, ON · On-site

CA$21/hr

Customer-service minded - Contact centre agents are our members' first point of contact. * Flexible ... Keys notes to phone system log to classify call resolution. * Operates as a liaison between members ...

JP Recruitment

Service Manager - 1861593

Ottawa, ON

$90K - $130K/yr

You will be leading a team of service technicians and service call centre employees in a fast paced ... Facilitate effective and timely communication with associates through your accessibility and ...

Alterna Savings

Personal Banking Associate

Ottawa, ON

CA$45K - CA$50K/yr

Personal Banking Associate is the ambassador for new members to Alterna, all walk in requests and ... call centre and multiple digital channels. Members and customers also benefit from an industry ...

Alterna Savings

Personal Banking Associate

Orleans, ON

CA$45K - CA$50K/yr

Personal Banking Associate is the ambassador for new members to Alterna, all walk in requests and ... call centre and multiple digital channels. Members and customers also benefit from an industry ...

Solink

Technical Support Representative

Ottawa, ON · Remote

CA$23.75/hr

William Shirk, Manager, Support | Derek Chokly, Associate Manager, Support Start Date: August 24 ... This isn't a scripted call-center role: you'll get to think critically, build real product ...

Solink

Technical Support Representative

Ottawa, ON · Remote

CA$23.75/hr

William Shirk, Manager, Support | Derek Chokly, Associate Manager, Support Start Date: August 24 ... This isn't a scripted call-center role: you'll get to think critically, build real product ...

Essilor

Associate, Technician, Evening

Ottawa, ON · On-site

CA$17.60 - CA$22/hr

Blocking, readying uncut lenses for the edging process by outlining the center/alignment markings ... call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id ...

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Call Center Associate information

What are the key skills and qualifications needed to thrive as a call center associate?

To thrive as a Call Center Associate, you need strong verbal communication, problem-solving abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) systems, multi-line phone systems, and basic computer applications is often required. Patience, active listening, and a calm demeanor under pressure are standout soft skills in this role. These competencies are essential for efficiently handling high volumes of customer inquiries, resolving issues, and ensuring customer satisfaction.

What is the difference between Call Center Associate vs Customer Service Representative?

AspectCall Center AssociateCustomer Service Representative
Required CredentialsHigh school diploma or equivalent; training providedHigh school diploma or equivalent; training provided
Work EnvironmentCall centers, inbound/outbound callsCall centers, retail, or office settings
Employer & Industry UsageTelecommunications, finance, techRetail, healthcare, banking
Common Search & ComparisonYesYes

Both roles involve assisting customers via phone, email, or chat, often requiring similar skills and training. The main difference is that Call Center Associates typically work in dedicated call centers handling high call volumes, while Customer Service Representatives may work in various settings, including retail or healthcare, with broader responsibilities. Both positions are essential for customer support and share similar credentials and work environments.

How does a call center associate typically collaborate with other departments to resolve customer issues?

Call Center Associates frequently work with colleagues in departments such as technical support, billing, and account management to fully resolve customer concerns. When a customer's request goes beyond the associate's scope, they coordinate with these teams to gather accurate information or escalate issues appropriately. Effective communication and timely follow-ups are essential to ensure the customer's needs are met and to provide a seamless service experience. This collaboration not only helps resolve issues efficiently but also helps associates broaden their understanding of company operations.

What is a call center associate?

Call Center Associates are professionals who handle incoming and outgoing customer communications for a company, typically over the phone, but also via email, chat, or social media. They assist customers by answering questions, resolving concerns, processing orders, and providing information about products or services. A Call Center Associate plays a vital role in ensuring customer satisfaction and often serves as the first point of contact between the company and its clients. They are expected to have strong communication, problem-solving, and computer skills. The role may also require working in shifts, including evenings and weekends, depending on the company's hours of operation.
What cities near Nepean, ON are hiring for Call Center Associate jobs? Cities near Nepean, ON with the most Call Center Associate job openings:
Infographic showing various Call Center Associate job openings in Nepean, ON as of August 2026, with employment types broken down into 1% As Needed, 70% Full Time, 25% Part Time, 1% Temporary, and 3% Contract. Highlights an 95% Physical, 2% Hybrid, and 3% Remote job distribution.

Call Center & Contact Center Professionals

Hire Resolve.com

Ottawa, ON • On-site

Full-time

Medical, Dental, Vision, Life, PTO

Re-posted 8 days ago

Job description

Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).

Key Responsibilities
  • Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
  • Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
  • Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
  • Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
  • Implement QA frameworks, calibration routines, and root-cause analysis to improve consistency and compliance
  • Oversee onboarding, training, and knowledge management to maintain service readiness and quality standards
  • Deliver performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
  • Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting)
  • Ensure appropriate privacy and data-handling practices aligned with PIPEDA (and provincial equivalents where applicable)
  • Promote a safe workplace aligned with applicable health and safety expectations (province/territory dependent)

Requirements

  • Education/qualifications: Secondary school completion typically required; college diploma or bachelor’s degree (Business, Communications, Operations, Analytics, or related) is an asset. Equivalent experience is considered
  • Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
  • Core capabilities:
    • People leadership, coaching, performance management, and change delivery
    • KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial)
    • WFM fundamentals (forecasting, scheduling, real-time management, adherence)
    • Quality assurance, training design, escalation/complaints management, and CX improvement
    • Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
  • Systems/tools (varies by role): CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)

Benefits

  • Extended Healthcare Plan (Medical, Disability, Dental & Vision)
  • RPP - Group RRSP
  • Group Life - AD&D - Critical Illness Insurance
  • Paid Time Off Benefits
  • Training & Development