National Call Center Manager

  • Category
    Retail & sales - Service
  • Job type
    Direct Hire
  • Location
    Mississauga, Ontario

Adecco is currently seeking an experienced National Call Center Manager who can lead our client’s representatives to better performance and improve service quality. This position is located in Mississauga and easily accessible by car and transit.

The National Call Center Manager will assist in establishing call centre objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call centre data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings. Experience in “direct sales” industry an asset.

National Call Center Manager Responsibilities:

  • Manage and direct all aspects of Call Center operations; Recruiting, hiring, training, coaching, and leading call center representatives as they provide support for customers.
  • Maintain and improve Call Center operations by monitoring system performance, identifying and resolving problems, completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs.
  • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
  • Assisting other management team members in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Manage budget by setting up and meeting performance goals and targets for speed, sales, efficiency, cost and quality.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
  • Authorizing replacements or refunds.
  • Taking on other tasks or projects to support employees, other managers, and call center operations.
  • National Call Center Manager Requirements:

  • Degree or Diploma in communication studies, business studies, or management studies related program is preferred with relevant work experience of a minimum of 3 years in a management role within a Customer Service Call Center.
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
  • Knowledge of management principles and familiarity with company products, services, and policies; You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Decisiveness and attention to detail.
  • Proficiency with necessary technology, including computers, software applications, phone systems, etc.
  • Polite, professional phone voice.
  • National Call Center Manager Salary:

  • Base Salary plus Bonus (Commensurate with experience)
  • Vacation
  • Benefits
  • If you are interested in this National Call Center Manager opportunity in Mississauga, ON, please click the “apply now” button below.  Also, please visit our website to check out our other opportunities currently available. 


    • Apply with Adecco

    Reference number CA_EN_1_020517_1312832

    Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.

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