This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
Quick apply
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
Quick apply
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
Quick apply
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
Quick apply
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
Quick apply
This is a multi-role opportunity spanning operations management, team leadership, quality assurance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
CA$21/hr
Customer Service Representative - Call Center Operations Hourly Rate: $21 per hour This role supports customers through timely, accurate, and professional service in a fast-paced call center ...
CA$21/hr
Customer Service Representative - Call Center Operations Hourly Rate: $21 per hour This role supports customers through timely, accurate, and professional service in a fast-paced call center ...
Bilingual Call Centre Team Manager
Vaughan, ON · On-site
CA$65K - CA$75K/yr
... operations, ensuring service levels and key performance indicators (KPIs) such as SLA, AHT, FCR ... in call centre operations, KPIs, and performance management frameworks You are a strong people ...
Bilingual Call Centre Team Manager
Vaughan, ON · On-site
CA$65K - CA$75K/yr
... operations, ensuring service levels and key performance indicators (KPIs) such as SLA, AHT, FCR ... in call centre operations, KPIs, and performance management frameworks You are a strong people ...
Call Centre Supervisor
North York, ON · On-site
Prepare and share reports on team performance, customer feedback, and operational challenges for leadership review. * Manage details, multiple priorities, and deadlines in a fast-paced call centre ...
Quick apply
Call Centre Supervisor
North York, ON · On-site
Prepare and share reports on team performance, customer feedback, and operational challenges for leadership review. * Manage details, multiple priorities, and deadlines in a fast-paced call centre ...
Call Centre Manager
Toronto, ON · Remote
CA$70K - CA$75K/yr
As the Call Centre Manager at CanadaHelps, you will beresponsible for leading the day-to-day operations of the Charity & Donor (Call Centre) Support team while fostering a high-performing, engaged ...
Call Centre Manager
Toronto, ON · Remote
CA$70K - CA$75K/yr
As the Call Centre Manager at CanadaHelps, you will beresponsible for leading the day-to-day operations of the Charity & Donor (Call Centre) Support team while fostering a high-performing, engaged ...
Voyago, Transdev Ontario, is hiring an Operations Manager for our Logistics Centre to oversee both ... This role oversees a team of Dispatchers, Call Centre Representatives, and Logistics Coordinators ...
Voyago, Transdev Ontario, is hiring an Operations Manager for our Logistics Centre to oversee both ... This role oversees a team of Dispatchers, Call Centre Representatives, and Logistics Coordinators ...
Voyago, Transdev Ontario, is hiring an Operations Manager for our Logistics Centre to oversee both ... This role oversees a team of Dispatchers, Call Centre Representatives, and Logistics Coordinators ...
Quick apply
Voyago, Transdev Ontario, is hiring an Operations Manager for our Logistics Centre to oversee both ... This role oversees a team of Dispatchers, Call Centre Representatives, and Logistics Coordinators ...
Responsible for quality checking * Assist Operations Manager in day-to-day tasks, duties, and responsibilities as their backup. Essential Skills and Experience: * Well-rounded call center industry ...
New
Quick apply
Responsible for quality checking * Assist Operations Manager in day-to-day tasks, duties, and responsibilities as their backup. Essential Skills and Experience: * Well-rounded call center industry ...
New
Responsibilities About the Job The Operations Manager is accountable for end-to-end performance of the assigned customer operations team. This role owns client delivery, operational excellence ...
Responsibilities About the Job The Operations Manager is accountable for end-to-end performance of the assigned customer operations team. This role owns client delivery, operational excellence ...
Manager, RSSD
Toronto, ON · On-site
CA$79K - CA$131K/yr
... operational teams, including service desk, call center, incident management, or technology support functions. * Proven experience managing business-critical technology platforms and operational ...
Manager, RSSD
Toronto, ON · On-site
CA$79K - CA$131K/yr
... operational teams, including service desk, call center, incident management, or technology support functions. * Proven experience managing business-critical technology platforms and operational ...
Keep CRM and internal systems accurate and up to date * Work with Sales and Operations to keep ... in call centre customer service role(s) * Strong communication skills (clear, professional ...
Quick apply
Keep CRM and internal systems accurate and up to date * Work with Sales and Operations to keep ... in call centre customer service role(s) * Strong communication skills (clear, professional ...
Call Center Operations Manager information
What does a call center operations manager do?
A Call Center Operations Manager oversees the daily operations of a call center to ensure high performance and customer satisfaction. They manage staff, implement policies, monitor key metrics, and work to improve efficiency and service quality. Their responsibilities include training employees, handling escalated issues, and ensuring compliance with company standards. Ultimately, they play a crucial role in achieving organizational goals by optimizing call center processes.
What are the key skills and qualifications needed to thrive as a call center operations manager?
To thrive as a Call Center Operations Manager, you need strong leadership, analytical, and process optimization skills, often backed by a degree in business or management and relevant call center experience. Familiarity with workforce management software, CRM systems, and quality assurance tools is typically required. Exceptional communication, conflict resolution, and motivational abilities help drive team performance and maintain staff engagement. These qualities are essential for ensuring operational efficiency, high customer satisfaction, and the achievement of organizational targets.
What are some common challenges faced by call center operations managers, and how can they be addressed?
Call Center Operations Managers often face challenges such as high employee turnover, maintaining consistent service quality, and adapting to fluctuating call volumes. To address these, it's important to focus on robust training programs, establish clear performance metrics, and foster a positive team culture. Leveraging technology for real-time monitoring and workforce management can also help streamline operations and improve both agent and customer satisfaction. Proactive communication with team members and continuous process improvement are key strategies for success in this role.
What is the difference between Call Center Operations Manager vs Call Center Supervisor?
| Aspect | Call Center Operations Manager | Call Center Supervisor |
|---|---|---|
| Responsibilities | Oversees overall call center operations, strategic planning, and team management | Manages daily team activities, monitors performance, and handles escalations |
| Required Credentials | Bachelor's degree, experience in call center management, leadership skills | High school diploma or equivalent, experience in customer service, team supervision |
| Work Environment | Office-based, strategic meetings, cross-department collaboration | Office or call center floor, direct team supervision |
| Industry Usage | Common in large call centers, BPOs, and corporate customer service | Found in smaller call centers, retail, and service industries |
The Call Center Operations Manager focuses on strategic oversight and overall performance, while the Call Center Supervisor handles daily team management and immediate customer service issues. Both roles are essential but differ in scope and responsibilities.
What are popular job titles related to Call Center Operations Manager jobs in Ontario?
For Call Center Operations Manager jobs in Ontario, the most frequently searched job titles are:
What job categories do people searching Call Center Operations Manager jobs in Ontario look for?
The top searched job categories for Call Center Operations Manager jobs in Ontario are:
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Cities in Ontario with the most Call Center Operations Manager job openings:
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For Call Center Operations Manager jobs in ON, the most frequently searched job titles are:
Full-time
Medical, Dental, Vision, Life, PTO
Re-posted 20 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