Call Centre Manager

Call Centre Manager Job Description

Call centre managers in Canada are responsible for the overall operations and performance of a call centre. This role involves leading and motivating a team of agents, optimizing call centre processes, and ensuring excellent customer service.

Typical call centre manager duties:

Recruit, hire, train, and develop call centre agents. Monitor team performance and address performance issues. Develop and implement call centre strategies and policies. Optimize call centre operations to improve efficiency and productivity. Ensure high levels of customer satisfaction through effective call handling. Monitor call centre performance metrics (e.g., call volume, handle time, customer satisfaction).

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Salary for Call Centre Manager
67250 - 89250
25th percentile
67250
New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties
50th percentile
77250
Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role
75th percentile
89250
Value to the organization goes far beyond the ability to perform normal job duties; has rare qualifications that enable consistent contribution in unique ways; ready for next career level when available
Projected salaries for related positions Position title 25th percentile 50th percentile 75th percentile Customer Service Manager 73500 83000 98500 Senior Customer Service Specialist 57000 62250 67500 Senior Call Centre Specialist 53000 58500 67250 Call Centre Specialist 42250 48750 55250 Customer Service Specialist 51500 55250 57500

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