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Call Center Manager Jobs in Kitchener, ON (NOW HIRING)

The RPM Groups

Be Seen First

Call Center Sales Representative

Cambridge, ON · On-site

Call Center Sales Representatives Seeking a motivated and results-driven Call Center Sales ... Managing and growing our client base. * Book appointments with commercial clients to meet with a ...

Desjardins Group

IT Support, Technician

Burlington, ON · Remote

  • Medical

  • Retirement

  • PTO

Primary role is situated in an IT call centre environment, guided by Experts, Coaches, IT Management and Workforce Management (WFM) scheduling. You serve as technical team collaborator and provide ...

401 Auto

Customer Service Representative

Cambridge, ON · On-site

CA$45K/yr

Keep records of conversations in our call center database (CRM) in a comprehensible way * Meet personal/team qualitative and quantitative targets What You Bring to the Table: * Outbound and/or ...

New

401 Auto

Customer Service Representative

Cambridge, ON

CA$45K/yr

Keep records of conversations in our call center database (CRM) in a comprehensibleway * Meet personal/team qualitative and quantitativetargets What You Bring to the Table: * Outbound and/or Inbound ...

New

Definity Financial

Dual Line Adjuster

Waterloo, ON · Hybrid

CA$51K - CA$94K/yr

  • Retirement

  • PTO

Manage auto telephone claims from FNOL to resolution * Support new and inquiry call centre queues * Confirm coverage under customer policies and explain the claims process clearly * Collaborate with ...

401 Auto

Fixed Operations Manager

Cambridge, ON · On-site

CA$100K - CA$150K/yr

From managing service departments, leading a team of dedicated employees to deliver top-notch ... call centre and an 80,000 sq. ft. centralized service "Hub" * A fun, fast-paced, and high-energy ...

401 Auto

Fixed Operations Manager

Cambridge, ON · On-site

From managing service departments, leading a team of dedicated employees to deliver top-notch ... call centre and an 80,000 sq. ft. centralized service "Hub" * A fun, fast-paced, and high-energy ...

401 Auto

Fixed Operations Manager

Cambridge, ON · On-site

CA$100K - CA$150K/yr

From managing service departments, leading a team of dedicated employees to deliver top-notch ... call centre and an 80,000 sq. ft. centralized service "Hub" * A fun, fast-paced, and high-energy ...

ULINE

Credit Team Lead

Cambridge, ON

$55/hr

  • Medical

  • PTO

... call-centre or queue driven B2B experience preferred. * Proficient in Microsoft Office, especially Excel. * Strong communicator with excellent time management and organizational skills. Benefits

ULINE

Credit Team Lead

Milton, ON

$55/hr

  • Medical

  • PTO

... call-centre or queue driven B2B experience preferred. * Proficient in Microsoft Office, especially Excel. * Strong communicator with excellent time management and organizational skills. Benefits

Driven Brands, Inc.

Customer Support Rep

Hamilton, ON · On-site

CA$19.35/hr

Technicians, managers, and more positions are available across the country. With our Pit Tech to ... Minimum 2 years of call centre experience * Bilingualism English/Spanish and/or French is an asset ...

Uline

Credit Team Lead

Milton, ON

CA$50 - CA$55/hr

  • Medical

  • PTO

... call-centre or queue driven B2B experience preferred. * Proficient in Microsoft Office, especially Excel. * Strong communicator with excellent time management and organizational skills. Benefits

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All JobsCall Center JobsCall Center Manager JobsCall Center Manager Jobs in Kitchener, ON

Call Center Manager information

See Kitchener, ON salary details

$24.3K

$54.7K

$91K

How much do call center manager jobs pay per year?

As of Aug 12, 2026, the average yearly pay for call center manager in Kitchener, ON is $54,656.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,517.00 and $64,376.00 per year, depending on experience, location, and employer.

What does a call center manager do?

As a call center manager, you are responsible for ensuring the call center runs as smoothly as possible. Your duties include overseeing a call center team to ensure that they work efficiently and maximize profit, training new call center employees on the use of computer and phone systems, and making sure call logs are up to date and accurate. You also conduct spot checks for each employee to ensure they are following protocols and scripts and providing excellent customer service. You perform administrative duties, like scheduling and filing reports.

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

To thrive as a Call Center Manager, you need expertise in operations management, leadership, and customer service, typically supported by a bachelor’s degree in business or a related field. Familiarity with call center software (such as CRM systems), workforce management tools, and key performance metrics is crucial. Exceptional communication, problem-solving, and motivational skills help you lead teams and handle high-pressure situations effectively. These skills and qualities ensure efficient operations, high team morale, and excellent customer satisfaction in a dynamic environment.

What are some common challenges a call center manager faces in maintaining high team performance?

Call Center Managers often encounter challenges such as maintaining staff motivation, handling high employee turnover, and ensuring consistent service quality during peak call volumes. Balancing the need to meet key performance indicators (KPIs) while supporting team members’ professional development can also be demanding. Effective managers regularly use data-driven insights to identify areas for improvement, provide targeted coaching, and foster a positive team environment to address these challenges.

What does a call center manager do?

A Call Center Manager is responsible for overseeing the daily operations of a call center, ensuring that customer service representatives meet performance goals and deliver excellent customer experiences. They monitor call metrics, develop and implement training programs, handle escalated customer issues, and manage staffing schedules. Additionally, Call Center Managers analyze data to improve processes and efficiency, as well as motivate and lead their teams to achieve targets.
More about Call Center Manager jobs
What are the most commonly searched types of Call Center jobs in Kitchener, ON? The most popular types of Call Center jobs in Kitchener, ON are:
What are popular job titles related to Call Center Manager jobs in Kitchener, ON? For Call Center Manager jobs in Kitchener, ON, the most frequently searched job titles are:
What job categories do people searching Call Center Manager jobs in Kitchener, ON look for? The top searched job categories for Call Center Manager jobs in Kitchener, ON are:
What cities near Kitchener, ON are hiring for Call Center Manager jobs? Cities near Kitchener, ON with the most Call Center Manager job openings:
Call Center Manager jobs near you
Infographic showing various Call Center Manager job openings in Kitchener, ON as of August 2026, with employment types broken down into 1% As Needed, 80% Full Time, 18% Part Time, and 1% Contract. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $54,656 per year, or $26.3 per hour.

Call Center & Contact Center Professionals

Hire Resolve.com

Hamilton, 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