Job Title

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.Competitive salary and benefits~ Bonus incentive target~3 weeks of vacation per year~ Pension plan~ Set and meet targets for efficiency, quality, and customer serviceAnalyze call center metrics and implement improvementsHandle escalated customer issues and complaintsManage staffing levels and schedulingSupport recruitment and onboardingCollaborate across departments to improve service deliveryFluently bilingual in French and English~57 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~ Experience with budgeting and performance reportingWe welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.