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Call Center Director Jobs in Quebec (NOW HIRING)

Altasciences

Supervisor, Call Center

Montreal, QC · On-site

The Supervisor, Call center will ensure tasks performed and recruitment activities are executed in ... Must be self-directed, motivated, and have a willingness to take the initiative to identify and ...

Airbus Atlantique Canada Inc.

Chef de quart Centre de réponse à la Clientèle - Duty Manager Customer Response Center ... call home. How we care for you: * Financial rewards: Attractive salary, annual bonus, group ...

National Bank

Investment Advisor

Montreal, QC · On-site

Youtube Video As an Investment Advisor at the National Bank call centre, you'll live up to your ... Direct clients to your colleagues for their specialized needs. * Ensure adherence to compliance and ...

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All JobsCall Center JobsCall Center Director JobsCall Center Director Jobs in Quebec

Call Center Director information

See Quebec salary details

$17.5K

$97.8K

$155K

How much do call center director jobs pay per year?

As of Jul 26, 2026, the average yearly pay for call center director in Quebec is $97,775.00, according to ZipRecruiter salary data. Most workers in this role earn between $80,000.00 and $120,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Call Center Director, and why are they important?

A Call Center Director needs strong leadership, operational management experience, and a background in business administration or a related field. Familiarity with call center software (such as CRM and workforce management tools) and certifications like Six Sigma or PMP are commonly expected. Excellent communication, problem-solving, and motivational skills help drive team performance and employee engagement. These capabilities are vital for ensuring efficient operations, high customer satisfaction, and continuous process improvement in a dynamic environment.

What is the difference between Call Center Director vs Call Center Manager?

AspectCall Center DirectorCall Center Manager
ResponsibilitiesOversees multiple call centers, develops strategic goals, manages budgets, and aligns operations with company objectives.Manages daily call center operations, supervises staff, and ensures customer service standards are met.
Required CredentialsBachelor's degree, experience in call center operations, leadership skills.Bachelor's degree or relevant experience, strong communication skills.
Work EnvironmentExecutive offices, strategic planning sessions, high-level meetings.Call center floor, team supervision, staff training.

The main difference between a Call Center Director and a Call Center Manager lies in scope and strategic focus. The Director oversees multiple centers and sets organizational goals, while the Manager handles daily operations and team supervision. Both roles require similar credentials and are vital in delivering excellent customer service within the call center industry.

What Does a Call Center Director Do?

Call center directors oversee operations in a remote customer service facility. In this role, your job duties include the management of all call center staff and ensure they maintain the company's expectations on production levels. You hire new call center agents, assess the performance of existing employees, and plan training and professional development courses. Depending on the company, you may also be responsible for developing operational strategies and business policies, as well as making decisions about communication equipment and software for call center operations. Other duties include managing the call center budget, allocating resources, and coordinating with clients or third-party service providers when necessary.

What does a Call Center Director do?

A Call Center Director oversees the operations and performance of a call center, ensuring that customer service standards are met and organizational goals are achieved. They manage teams of supervisors and agents, develop strategies to optimize efficiency, and implement policies to improve customer satisfaction. Additionally, Call Center Directors are responsible for budgeting, staffing, training, and using data analytics to monitor key performance indicators. Their role is crucial in maintaining high-quality service and driving continuous improvement within the call center.

What are some common challenges faced by Call Center Directors, and how can they be addressed?

Call Center Directors often face challenges such as managing high employee turnover, maintaining service quality during peak periods, and adapting to rapidly changing technologies. Addressing these issues involves fostering a positive work culture, implementing effective training programs, and investing in up-to-date call center software. Additionally, strong communication with team leaders and regular performance reviews can help identify areas for improvement and keep teams aligned with organizational goals.
More about Call Center Director jobs
What are the most commonly searched types of Call Center jobs in Quebec? The most popular types of Call Center jobs in Quebec are:
What job categories do people searching Call Center Director jobs in Quebec look for? The top searched job categories for Call Center Director jobs in Quebec are:
Call Center Director jobs near you
Infographic showing various Call Center Director job openings in Quebec as of July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 81% Full Time, 12% Part Time, and 5% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $97,775 per year, or $47 per hour.

Call Center & Contact Center Professionals

Hire Resolve.com

Montreal, QC • On-site

Full-time

Medical, Dental, Vision, Life, PTO

Posted 22 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