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 ...
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 ...
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 ...
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 ... years of experience in a call centre or customer service environment, including leadership ...
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 ... years of experience in a call centre or customer service environment, including leadership ...
Work with Sales and Operations to keep everything running smoothly * Assist with reports ... in call centre customer service role(s) * Strong communication skills (clear, professional ...
Quick apply
Work with Sales and Operations to keep everything running smoothly * Assist with reports ... in call centre customer service role(s) * Strong communication skills (clear, professional ...
Candidates must be available to accommodate changes in scheduling as operational requirements arise ... Call Centre environments * Customer Service roles * Help Desk or Technical Support positions
Candidates must be available to accommodate changes in scheduling as operational requirements arise ... Call Centre environments * Customer Service roles * Help Desk or Technical Support positions
Call Centre Representative
Toronto, ON · On-site
CA$20/hr
Work with Sales and Operations to keep everything running smoothly * Assist with reports ... in call centre customer service role(s) * Strong communication skills (clear, professional ...
Quick apply
Call Centre Representative
Toronto, ON · On-site
CA$20/hr
Work with Sales and Operations to keep everything running smoothly * Assist with reports ... in call centre customer service role(s) * Strong communication skills (clear, professional ...
Generate and distribute operational reports throughout the day * Support ad hoc projects and serve ... Call Centre environments * Customer Service roles * Help Desk or Technical Support positions
Generate and distribute operational reports throughout the day * Support ad hoc projects and serve ... Call Centre environments * Customer Service roles * Help Desk or Technical Support positions
This role oversees a team of Dispatchers, Call Centre Representatives, and Logistics Coordinators ... Accountable for the daily and ongoing operation of Transdev Ontario's Non-Emergency Medical ...
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This role oversees a team of Dispatchers, Call Centre Representatives, and Logistics Coordinators ... Accountable for the daily and ongoing operation of Transdev Ontario's Non-Emergency Medical ...
This role oversees a team of Dispatchers, Call Centre Representatives, and Logistics Coordinators ... Accountable for the daily and ongoing operation of Transdev Ontario's Non-Emergency Medical ...
This role oversees a team of Dispatchers, Call Centre Representatives, and Logistics Coordinators ... Accountable for the daily and ongoing operation of Transdev Ontario's Non-Emergency Medical ...
GENERAL SUMMARY The RN-Call Center/Clinic Staff is responsible for delivering care to patients ... Participates in special projects that supports the operation of the organization and other duties ...
GENERAL SUMMARY The RN-Call Center/Clinic Staff is responsible for delivering care to patients ... Participates in special projects that supports the operation of the organization and other duties ...
GENERAL SUMMARY The RN-Call Center/Clinic Staff is responsible for delivering care to patients ... Participates in special projects that supports the operation of the organization and other duties ...
GENERAL SUMMARY The RN-Call Center/Clinic Staff is responsible for delivering care to patients ... Participates in special projects that supports the operation of the organization and other duties ...
Manager, Technical HCM Contact Center / Gestionnaire, Centre de contact technique HCM
Toronto, ON · On-site
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.
Manager, Technical HCM Contact Center / Gestionnaire, Centre de contact technique HCM
Toronto, ON · On-site
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 information
What is the difference between Call Center Operations vs Customer Service Representative?
| Aspect | Call Center Operations | Customer Service Representative |
|---|---|---|
| Primary Role | Oversees call center processes, manages teams, and ensures operational efficiency | Handles customer inquiries, provides support, and resolves issues |
| Required Skills | Leadership, process management, communication, technical knowledge | Communication, problem-solving, product knowledge |
| Work Environment | Call centers, offices, team management settings | Call centers, customer support centers, retail or service locations |
| Common Certifications | Customer Service certifications, management courses | Customer service certifications, product training |
While Call Center Operations focuses on managing call center processes and teams, Customer Service Representatives directly interact with customers to address their needs. Both roles require strong communication skills, but Call Center Operations involves more oversight and strategic planning, whereas Customer Service Representatives focus on customer interactions and issue resolution.
What are the key skills and qualifications needed to thrive in call center operations, and why are they important?
Success in Call Center Operations requires excellent communication skills, problem-solving abilities, and a solid understanding of customer service principles, often supported by a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call routing systems, and telephony tools is typically necessary. Outstanding interpersonal skills, patience, and resilience help professionals excel in managing high call volumes and diverse customer interactions. These competencies are crucial for delivering efficient service, maintaining customer satisfaction, and ensuring smooth daily operations.
What are some common challenges faced in a call center operations role, and how can they be managed effectively?
Call center operations professionals often encounter challenges such as high call volumes, managing customer expectations, and maintaining team morale under pressure. Effective time management and clear communication are crucial in handling these situations. Utilizing workforce management tools, regularly training staff, and fostering a supportive environment can help address these challenges. Additionally, collaboration with other departments, like IT and quality assurance, ensures smoother operations and improved customer service.
What is call center operations?
Call Center Operations refer to the management and coordination of activities within a call center to ensure efficient customer service and support. This includes overseeing staff, implementing processes, monitoring performance metrics, and utilizing technology to handle incoming and outgoing calls. Effective call center operations aim to optimize customer satisfaction, reduce wait times, and improve overall productivity. Managers in this field are responsible for training agents, maintaining quality standards, and adapting to changing customer needs.
What does a call center operations do?
A call center operations role involves managing the daily functions of a call center, including overseeing staff, ensuring customer service quality, and maintaining efficient workflows. It often requires skills in communication, problem-solving, and familiarity with call center software or CRM tools.
What are the most commonly searched types of Call Center Operations jobs in Ontario? The most popular types of Call Center Operations jobs in Ontario are:
Full-time
Medical, Dental, Vision, Life, PTO
Re-posted 4 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