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.

Our client offers:

• Competitive salary and benefits
• Bonus incentive target
• 3 weeks of vacation per year
• Pension plan
• Work for an industry leader

Key Responsibilities:

• Set and meet targets for efficiency, quality, and customer service
• Analyze call center metrics and implement improvements
• Lead, train, and motivate teams
• Handle escalated customer issues and complaints
• Manage staffing levels and scheduling
• Support recruitment and onboarding
• Collaborate across departments to improve service delivery
• Identify opportunities to reduce costs and increase profitability

Requirements:

• Fluently bilingual in French and English
• 5-7 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
• Strong communication and interpersonal abilities
• Experience with budgeting and performance reporting

The successful candidate will be required to complete a criminal background check.

BlueSky Personnel Solutions is an equal opportunity employer who welcomes resumes from all interested. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request an accommodation, please contact BlueSky Personnel Solutions.

We thank you in advance for your interest, however, only those selected for a pre-screen and/or an interview will be contacted.