... workforce management (WFM), customer experience (CX), and performance optimisation--with ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
Quick apply
... workforce management (WFM), customer experience (CX), and performance optimisation--with ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
... assurance, training, workforce management (WFM), customer experience (CX), and performance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
... assurance, training, workforce management (WFM), customer experience (CX), and performance ... Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in ...
Call Attendant (Remote)
Edmonton, AB · On-site
Experience a collaborative, diverse workforce that prioritizes dignity and respect for all How YOU ... Other Duties as assigned by the Call Centre OPS Manager/Supervisor. What YOU bring to the role:
Call Attendant (Remote)
Edmonton, AB · On-site
Experience a collaborative, diverse workforce that prioritizes dignity and respect for all How YOU ... Other Duties as assigned by the Call Centre OPS Manager/Supervisor. What YOU bring to the role:
Call Attendant (Remote)
Edmonton, AB · On-site
Experience a collaborative, diverse workforce that prioritizes dignity and respect for all How YOU ... Other Duties as assigned by the Call Centre OPS Manager/Supervisor. What YOU bring to the role:
Call Attendant (Remote)
Edmonton, AB · On-site
Experience a collaborative, diverse workforce that prioritizes dignity and respect for all How YOU ... Other Duties as assigned by the Call Centre OPS Manager/Supervisor. What YOU bring to the role:
Call Attendant (Remote)
Edmonton, AB · On-site
Experience a collaborative, diverse workforce that prioritizes dignity and respect for all How YOU ... Other Duties as assigned by the Call Centre OPS Manager/Supervisor. What YOU bring to the role:
Call Attendant (Remote)
Edmonton, AB · On-site
Experience a collaborative, diverse workforce that prioritizes dignity and respect for all How YOU ... Other Duties as assigned by the Call Centre OPS Manager/Supervisor. What YOU bring to the role:
Call Attendant (Remote)
Edmonton, AB · On-site
Experience a collaborative, diverse workforce that prioritizes dignity and respect for all How YOU ... Other Duties as assigned by the Call Centre OPS Manager/Supervisor. What YOU bring to the role:
Call Attendant (Remote)
Edmonton, AB · On-site
Experience a collaborative, diverse workforce that prioritizes dignity and respect for all How YOU ... Other Duties as assigned by the Call Centre OPS Manager/Supervisor. What YOU bring to the role:
This effort is powered by a unique and diverse workforce fueled by a pride in what we do and what ... standards and call centre performance (e.g., customer experience and timekeeping errors)
This effort is powered by a unique and diverse workforce fueled by a pride in what we do and what ... standards and call centre performance (e.g., customer experience and timekeeping errors)
This effort is powered by a unique and diverse workforce fueled by a pride in what we do and what ... standards and call centre performance (e.g., customer experience and timekeeping errors)
This effort is powered by a unique and diverse workforce fueled by a pride in what we do and what ... standards and call centre performance (e.g., customer experience and timekeeping errors)
You will coordinate field resources, maintain workforce schedules, support billing and ... Managing all job activities within Job Center, including job creation, starts, completions ...
You will coordinate field resources, maintain workforce schedules, support billing and ... Managing all job activities within Job Center, including job creation, starts, completions ...
You will coordinate field resources, maintain workforce schedules, support billing and ... Managing all job activities within Job Center, including job creation, starts, completions ...
You will coordinate field resources, maintain workforce schedules, support billing and ... Managing all job activities within Job Center, including job creation, starts, completions ...
From pumps to scaffolding to general construction tools, we aim to be the only call needed to ... We pride ourselves on investing in our workforce and offer competitive benefits, as well as ...
From pumps to scaffolding to general construction tools, we aim to be the only call needed to ... We pride ourselves on investing in our workforce and offer competitive benefits, as well as ...
FT - Service Coordinator - Community Opportunities
Edmonton, AB · On-site
$20.25/hr
Main Building (Centre for Community Inclusion HOURS OF WORK: Mondy - Friday 8:30am - 4:00 pm (37.5 ... workforce that reflects the diversity of the communities we serve. We strongly encourage ...
New
FT - Service Coordinator - Community Opportunities
Edmonton, AB · On-site
$20.25/hr
Main Building (Centre for Community Inclusion HOURS OF WORK: Mondy - Friday 8:30am - 4:00 pm (37.5 ... workforce that reflects the diversity of the communities we serve. We strongly encourage ...
New
Call Center Workforce information
What is a call center workforce?
A Call Center Workforce refers to the group of employees responsible for handling customer interactions, such as phone calls, emails, or chats, in a call center environment. This workforce typically includes agents, supervisors, and support staff who work together to provide customer service, technical support, or sales assistance. Effective call center workforce management is crucial for ensuring optimal staffing, meeting service level agreements, and providing a positive customer experience. Tools and strategies like workforce management software are often used to forecast call volumes, schedule shifts, and monitor performance.
What are the key skills and qualifications needed to thrive as a call center workforce professional?
To thrive as a Call Center Workforce professional, you need strong analytical abilities, scheduling expertise, and a background in workforce management or related fields, often supported by a relevant degree or certification. Proficiency with workforce management systems (such as NICE, Verint, or Genesys), forecasting tools, and Excel is typically required. Excellent communication, adaptability, and problem-solving skills are essential soft skills for coordinating with teams and responding to dynamic call center demands. These skills are vital to ensure efficient staffing, optimal service levels, and positive customer experiences in a fast-paced environment.
What are the main challenges faced by call center workforce professionals, and how can they be overcome?
Call Center Workforce professionals often face challenges such as managing fluctuating call volumes, maintaining schedule adherence, and ensuring adequate staffing during peak periods. To overcome these issues, they rely on workforce management software, real-time data analysis, and close communication with team leads to adjust staffing plans quickly. Developing strong problem-solving and adaptability skills helps them respond proactively to unexpected changes, ensuring both customer satisfaction and efficient operations.
What is the difference between Call Center Workforce vs Customer Service Representative?
| Aspect | Call Center Workforce | Customer Service Representative |
|---|---|---|
| Credentials | High school diploma or equivalent; training in call handling | High school diploma or equivalent; training in customer service skills |
| Work Environment | Call centers, remote or on-site, high-volume calls | Office or remote, direct interaction with customers |
| Industry Usage | Used broadly across industries for large-scale call handling | Customer-facing roles in retail, telecom, finance, etc. |
| Search/Comparison Intent | Often compared for workforce planning and staffing | Compared for customer interaction roles |
The Call Center Workforce encompasses a broad group of employees handling high-volume calls in call centers, often requiring specific training. Customer Service Representatives are a subset of this workforce, directly interacting with customers to resolve issues. While both roles require similar credentials and work environments, the Call Center Workforce refers to the larger group involved in call operations, whereas Customer Service Representatives focus on customer-facing tasks.
What does the call center workforce do in a call center?
The call center workforce handles customer interactions by answering inquiries, resolving issues, and providing information through phone, email, or chat channels. They use communication skills, product knowledge, and sometimes customer relationship management (CRM) tools to ensure customer satisfaction and support business operations.
What are popular job titles related to Call Center Workforce jobs in Edmonton, AB?
For Call Center Workforce jobs in Edmonton, AB, the most frequently searched job titles are:
What job categories do people searching Call Center Workforce jobs in Edmonton, AB look for?
The top searched job categories for Call Center Workforce jobs in Edmonton, AB are:
- Call Center
- Amazon Call Center
- Inbound Call Center From Home
- Work From Home Costco Call Center
- Full Time Etihad Airways Call Center
- Internship Remote French Speaking Call Center
- From Home Tricare Call Center
- Remote Environmental Customer Service
- Work From Home Commission Inbound Call Center
- Part Time Remote French Speaking Call Center
Full-time
Medical, Dental, Vision, Life, PTO
Re-posted 3 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