Call Centre Manager

2 weeks ago

Mississauga, Canada Orkin Canada Full time

Call Center Manager (National) We are proud to announce an exciting internal opportunity for the position of Call Center Manager (National). This role offers a chance to lead and influence the customer experience strategy across all Orkin Canada call centers. If you are passionate about people development, operational excellence, and driving customer satisfaction, we encourage you to apply. The successful candidate will provide strategic oversight, coaching, and process leadership to call center teams, driving alignment with Orkin Canada’s customer service standards and operational goals. Key Responsibilities Provide leadership and direction to Inside Sales Specialist teams across Canada to ensure service excellence and efficiency. Develop and implement standardized best practices, procedures, and performance metrics for all centers. Monitor key performance indicators (KPIs) such as call volume, service levels, handle time, and customer satisfaction to identify trends and implement improvement strategies. Partner with internal departments (Operations, Sales, IT, HR) to ensure call center strategies support business objectives and customer needs. Oversee scheduling, forecasting, and capacity planning to ensure adequate staffing and service coverage. Manage escalated issues and support resolution of complex customer inquiries. Prepare and present national performance reports, insights, and recommendations to senior leadership. Core Competencies Leadership: Inspires, motivates, and guides teams toward achieving organizational goals and maintaining a culture of excellence. Communication: Demonstrates clear, respectful, and transparent communication across all levels of the organization. Customer Focus: Ensures every decision and process prioritizes the customer experience. Accountability: Holds self and others accountable for results and performance expectations. Problem Solving & Decision Making: Uses data-driven insights and sound judgment to identify solutions and make informed decisions. Collaboration: Fosters a cooperative environment that values input from multiple stakeholders across departments. Continuous Improvement: Seeks opportunities to enhance processes, increase efficiency, and elevate team performance. Qualifications Minimum 5 years of progressive experience in a call center management role, preferably in a multi-site or national environment. Proven track record in coaching, performance management, and leading teams toward achieving measurable results. Strong analytical skills with the ability to interpret data and implement process improvements. Exceptional communication, organizational, and interpersonal skills. Proficiency with CRM systems and call center software (e.g., Avaya, Five9, Salesforce, or equivalent). Experience in service-based or field operations environments is an asset. Why Join Us This is an exciting opportunity to play a national leadership role in shaping Orkin Canada’s customer experience strategy. The ideal candidate will be passionate about developing people, optimizing processes, and driving customer‑first excellence across all our call centers. Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Location: Concord, Ontario, Canada | Salary: CA$72,000.00 - CA$80,000.00 #J-18808-Ljbffr

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