Call Centre Manager in St. John's, NL

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 St. John's, NL

63282 - 83984

25th percentile

63282

New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties

50th percentile

72692

Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role

75th percentile

83984

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

69164

78103

92689

Senior Customer Service Specialist

53637

58577

63518

Senior Call Centre Specialist

49873

55049

63282

Call Centre Specialist

39757

45874

51990

Customer Service Specialist

48462

51990

54108

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