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 ...
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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 ...
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 ...
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 ...
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 ...
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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 ...
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 ...
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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 ...
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 ...
Be Seen First
Call Center Sales Representatives Seeking a motivated and results-driven Call Center Sales ... Good in time management, evaluating priorities, and accomplishing goals. * Self-motivated.
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Be Seen First
Call Center Sales Representatives Seeking a motivated and results-driven Call Center Sales ... Good in time management, evaluating priorities, and accomplishing goals. * Self-motivated.
Be Seen First
Call Center Sales Representatives Seeking a motivated and results-driven Call Center Sales ... Good in time management, evaluating priorities, and accomplishing goals. * Self-motivated.
Quick apply
Be Seen First
Call Center Sales Representatives Seeking a motivated and results-driven Call Center Sales ... Good in time management, evaluating priorities, and accomplishing goals. * Self-motivated.
Manager, Call Center Location: Canadian Headquarters - Markham, Ontario Schedule: Full time - 40 ... With operations in 54 countries, Chubb provides commercial and personal property and casualty ...
Manager, Call Center Location: Canadian Headquarters - Markham, Ontario Schedule: Full time - 40 ... With operations in 54 countries, Chubb provides commercial and personal property and casualty ...
General Purpose: The Call Centre Consultant makes outgoing calls to prospective or existing ... Manager
General Purpose: The Call Centre Consultant makes outgoing calls to prospective or existing ... Manager
Alert management of issues or concerns that require escalation for complete resolution or which may ... Call center, Retail, and/or E-commerce experience is a plus * Technical aptitude is a plus, but not ...
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Alert management of issues or concerns that require escalation for complete resolution or which may ... Call center, Retail, and/or E-commerce experience is a plus * Technical aptitude is a plus, but not ...
Operational Management * Oversee day-to-day contact centre operations including monitoring KPIs, call volumes, dealing with escalations, and ensuring quality service responses to our clients.
Operational Management * Oversee day-to-day contact centre operations including monitoring KPIs, call volumes, dealing with escalations, and ensuring quality service responses to our clients.
Call Center Operations Manager information
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 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.
How much do call center managers make in the US?
Call center operations managers in the US typically earn an average salary between $60,000 and $90,000 annually, depending on experience, location, and company size. Higher salaries are common in large organizations or metropolitan areas, and managerial roles often require strong leadership and communication skills.
What's the highest paying call center job?
The highest paying call center jobs are typically senior management roles such as Call Center Director or Operations Director, which can earn six-figure salaries. These positions require extensive experience, leadership skills, and often involve overseeing multiple call centers or large teams.
What are the key skills and qualifications needed to thrive as a Call Center Operations Manager, and why are they important?
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 is the highest position in a call center?
The highest position in a call center is typically the Director of Call Center Operations or Vice President of Customer Service, responsible for overall strategy, performance, and management of the call center. These roles oversee multiple departments, set policies, and often require extensive experience and leadership skills.
What does an operations manager do in a call center?
A call center operations manager oversees daily operations, manages staff, ensures customer service quality, and implements processes to improve efficiency. They analyze performance metrics, coordinate training, and use tools like workforce management software to meet service goals.
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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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Full-time
Medical, Dental, Vision, Life, PTO
Posted 23 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