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Call Centre Manager in Kitchener Waterloo, ON

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 in Kitchener Waterloo, ON
69250 - 92000
25th percentile
69250
The candidate is new to the role and building the needed skills, experience and autonomy.
50th percentile
79500
The candidate has the experience to perform core responsibilities without direct supervision and is comfortable with the role’s processes and subject matter.
75th percentile
92000
The candidate delivers value beyond the stated job duties, has advanced qualifications and experience, and is ready for the next career level.
Projected salaries for related positions Position title 25th percentile 50th percentile 75th percentile Customer Service Manager 75000 84500 100500 Senior Call Centre Specialist 53750 59250 68000 Call Centre Specialist 43000 49750 56250 Senior Customer Service Specialist 58000 65250 70750 Customer Service Specialist 52500 56500 60750

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