Experienced Call Center Manager

LOCATION

Sydney, NS

POSITION OVERVIEW

We are looking for an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high‑volume environment. The role will manage daily operations of the contact center, meet KPIs and SLAs, mentor staff, analyze performance data, collaborate with clients, manage workforce planning, and drive employee engagement.

POSITION RESPONSIBILITIES

• Oversee daily operations of the contact center, ensuring KPIs and SLAs are consistently met.
• Lead and mentor supervisors, team leads, and support staff.
• Analyze performance data and implement strategies for improvement.
• Collaborate with clients to align on goals, expectations, and service delivery.
• Manage workforce planning, scheduling, and resource allocation.
• Drive employee engagement, retention, and professional development.
• Ensure complianc...