Call Centre Manager Jobs in Toronto, ON

Manager - Contact Centre Operations Quality

Markham, Ontario
onsite
Permanent
95000 - 105000 CAD / Yearly
We are looking for a strategic quality leader to oversee contact centre quality operations in Markham, Ontario within a regulated utilities and infrastructure environment. This role is responsible for strengthening evaluation practices across internal teams and external partners, improving consistency in customer experience, and turning quality findings into measurable operational improvements. The successful candidate will guide quality governance, support AI-enabled interaction assessments, and work closely with cross-functional stakeholders to maintain high standards of service, compliance, and performance. Responsibilities: • Lead and mentor a team of quality assurance professionals by setting performance expectations, supporting skill development, and reinforcing consistent evaluation practices. • Oversee quality delivery across in-house operations and third-party service providers by establishing service expectations, controls, and governance processes that promote reliable customer outcomes. • Build and maintain quality scorecards and reporting tools that track key trends, channel and vendor performance, compliance results, and areas requiring corrective action. • Run regular calibration sessions with internal reviewers, vendor quality teams, and operational leaders to improve scoring alignment and reduce inconsistencies in evaluations. • Convert audit results and interaction reviews into targeted coaching priorities, training updates, knowledge improvements, and recommendations for process or technology enhancements. • Manage recurring operational reviews with leadership and partner teams to communicate performance results, monitor risks, track action items, and advance continuous improvement plans. • Provide oversight for AI-supported quality evaluation by helping maintain scoring criteria, monitoring performance changes, validating results through human review, and controlling updates across channels. • Partner with operations, training, product, and compliance teams to ensure quality methods, sampling practices, and data handling processes align with privacy, security, and regulatory obligations. • Support remediation efforts through to completion by confirming corrective actions are implemented and assessing whether improvements have delivered the intended impact. • Travel occasionally as needed to collaborate with stakeholders and support quality initiatives across the broader organization.
2026-09-15T00:00:00Z

Customer Service Representative

Markham, Ontario
onsite
Contract / Temporary to Hire
20 - 21 CAD / Hourly
We are looking for a Customer Service Representative to join our team in Markham, Ontario on a contract basis with the potential for a permanent position. In this role, you will deliver responsive support to customers by phone and email while ensuring information is recorded accurately and service requests are handled efficiently. This opportunity is ideal for someone with at least 2 years of experience in customer service who is comfortable in a fast-paced call centre environment and enjoys balancing communication, coordination, and administrative tasks. Responsibilities: • Respond to incoming customer calls with professionalism, providing clear information and effective support for a variety of service-related inquiries. • Manage both inbound and outbound communication to follow up on requests, confirm details, and maintain a high standard of customer care. • Enter customer, order, and service information accurately into internal records and systems to support timely processing. • Handle email correspondence promptly, ensuring inquiries are addressed clearly and escalated when needed. • Process order entries with attention to detail, verifying information before submission to reduce errors and delays. • Coordinate and book appointments based on customer needs, availability, and service requirements. • Maintain organized documentation of customer interactions, updates, and outcomes to support continuity of service. • Use Microsoft Word and Microsoft Excel to prepare, update, and track customer-related information and administrative reports.
2026-09-28T00:00:00Z

Customer Service Representative

Mississauga, Ontario
remote
Temporary
24 - 26 CAD / Hourly
We are looking for a Customer Service Representative to support donor-focused service activities for a non-profit organization in Mississauga, Ontario. This Long-term Contract opportunity is ideal for someone who brings strong customer care skills, accuracy in record handling, and confidence working with databases. The successful candidate will respond to donor inquiries with professionalism, help maintain reliable information, and contribute to a positive service experience across phone and email channels. Responsibilities: • Respond to inbound donor and customer inquiries by phone and email in a courteous, timely, and solutions-focused manner. • Provide high-quality support related to donor services, stewardship activities, and general account or record inquiries. • Enter, update, and maintain information in databases and internal records with a high degree of accuracy. • Review customer and donor details to ensure files are complete, current, and properly documented. • Handle outbound follow-up communications when additional information, clarification, or service updates are required. • Support day-to-day administrative tasks such as order entry, correspondence tracking, and document management. • Use Microsoft Word and Excel to prepare, update, and organize service-related information and reports. • Assist with record maintenance activities connected to operational updates or system-related process changes as needed.
2026-09-29T00:00:00Z

3 results for Call Centre Manager in Toronto, ON