Our client located in Mississauga is looking for a Bilingual Call Centre Manager to lead day-to-day operations, drive performance, and improve customer satisfaction. This role involves managing staff, setting performance targets, streamlining processes, and handling complex customer issues. You'll be responsible for monitoring quality, reporting KPIs, overseeing recruitment and training, and ensuring high service standards while maintaining budget goals.
Our client offers:
Competitive salary and benefits
Bonus incentive target
3 weeks of vacation per year
Pension plan
Work for an industry leader
Key Responsibilities:
Set and meet targets for efficiency, quality, and customer service
Analyze call center metrics and implement improvements
Lead, train, and motivate teams
Handle escalated customer issues and complaints
Manage staffing levels and scheduling
Support recruitment and onboarding
Collaborate across departments to improve service delivery
Identify opportunities to reduce costs and increase profitability
Requirements:
Fluently bilingual in French and English
5-7 years in a call center management role
Post-secondary degree or equivalent experience
Strong knowledge of call center operations and metrics
Excellent leadership, coaching, and conflict resolution skills
High computer literacy and analytical skills
Strong communication and interpersonal abilities
Experience with budgeting and performance reporting
The successful candidate will be required to complete a criminal background check.
BlueSky Personnel Solutions is an equal opportunity employer who welcomes resumes from all interested. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request an accommodation, please contact BlueSky Personnel Solutions.
We thank you in advance for your interest, however, only those selected for a pre-screen and/or an interview will be contacted.
Accommodations are available upon request for all individuals with disabilities taking part in the recruitment and selection process.