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Call Centre Manager


This is a Contract position in Peel region, ON posted May 15, 2018.

Job Description

Major Duties and Responsibilities:

  • Manage and develop objectives for the call center’s day-to-day activities in multiple locations

  • Conduct effective resource planning to maximize the productivity of resources

  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

  • Hire, coach and provide training to personnel to maintain high customer service standards

  • Monitor and improve ordering, telephone handling and other procedures

  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)

  • Prepare reports for different departments or upper management

  • Oversee and ensure conflict resolution between associates and customers

  • Monitor call queues and make adjustments based on seasonal variations, special events, or other cyclical patterns that impact call volume

  • Strong people leadership skills to drive change and ensure integrity and consistency in all actions taken by the leaders

  • Ability to back-up Customer Service Representatives during peak times if needed

Minimum Qualifications and Skills:

  • Certified Call Center Manager or equivalent qualification is a plus

  • Knowledge of performance evaluation and customer service metrics

  • Solid understanding of reporting and budgeting procedures

  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

  • Proficient in MS Office and call center equipment/software programs

  • Outstanding communication and interpersonal skills

  • Excellent organizational and leadership skills with a problem-solving ability

  • Display professionalism and pleasant phone demeanor

  • Exceptional communication skills with high sense of urgency

  • Highly attentive to detail with strong clerical and organizational skills

  • Ability read and analyze detailed invoices and spreadsheets

  • Communicate clearly and effectively with all levels of an organization

  • Must be comfortable using Microsoft Office, particularly Outlook


  • Completion of post-secondary program or combination of education and experience

  • 2

    – 5 years’ experience in an inbound/outbound call center environment

  • Strong aptitude for analyzing and synthesizing information

  • Excellent communication, management, interpersonal and leadership skills required

  • Advanced conflict resolution skills required

  • Ability to work overtime as necessary to meet quotas and guide team

  • Strong working knowledge of Contact Centre-related technology and tools


  • Knowledge of SAP

  • Knowledge of Asternic Call Center Support System

Company DescriptionOver the last 65 years, Omcan has grown to become a leading supplier to the food service industry in Canada and the USA.

Our success over these many years is directly attributed to our established relationships with all of our valued customers and through providing them with Diverse, Dependable and Proven products. Omcan continues to help our customers remain competitive.

With associates in North America, and Asia, our global footprint continues to expand and we hold to the principal that customers benefit from the accessibility and familiarity of sales teams.

In over 200,000 sq. ft. of warehouse space we stock over 5,000 quality food equipment and supplies for the food preparation market.

How to Apply