Publié le mois dernier
Director - Call Center
@ FOCZ BUSINESS SERVICES
Regina, Saskatchewan
En bref
FOCZ Business Services is hiring a Director of Operations to lead and grow its inbound and outbound call center. The role builds and manages teams of managers, supervisors and agents, and drives service, quality and sales results. Full-time; schedule.
Responsabilités :
- Lead all inbound and outbound call center operations
- Recruit, train and develop managers, supervisors and agents
- Monitor service levels, quality, productivity and conversion rates
- Develop workforce plans, schedules and processes
- Prepare performance reports for senior management
Résumé des exigences :
- 5+ years of call center leadership experience
- Experience managing large teams across multiple departments
- Knowledge of inbound service and outbound sales operations
- Experience with CRM and workforce management tools
- Strong leadership, communication and problem-solving skills
Outils et compétences
Source et dates
Flux d’un site d’emploi · saskjobs
- Date publiée par l’employeur
- 2026-09-29
- Première détection par notre source
- 2026-10-10
- Mise à jour du dossier source
- 2026-10-10
Ces dates décrivent le dossier source, pas une vérification en direct du recrutement. Consultez l’offre originale.
Détails du poste
| Niveau | Gestionnaire |
| Domaine | Service à la clientèle |
| Expérience | 5 an(s) et plus |
| Expérience en gestion | 5 an(s) et plus |
| Gestion d’équipe | Oui |
| Heures par semaine | 40 (estimé) |
| Milieu de travail | Bureau |
| Position | Surtout assis |
| Exigences physiques | physique faible · ordinateur élevé |
| Langues | English |
Résumé et détails rédigés par l’IA à partir de l’offre; l’offre de l’employeur fait foi.
FOCZ BUSINESS SERVICES
| Champ | Valeur |
|---|---|
| Offres sur Jobsy | 2 |
Description
We are seeking an experienced Director of Operations to lead and grow our call center operations. This role is responsible for building, managing, and developing high-performing teams while overseeing both inbound and outbound call center functions.
Key Responsibilities
Lead and manage all inbound and outbound call center operations.
Recruit, train, coach, and develop managers, supervisors, and agents.
Build a strong performance-driven culture focused on customer satisfaction and results.
Monitor and improve key metrics such as service levels, quality, productivity, conversion rates, and customer satisfaction.
Develop workforce plans, schedules, and operational processes to support business growth.
Handle escalated customer and operational issues.
Prepare regular performance reports and recommendations for senior management.
Ensure compliance with company policies and industry standards.
Qualifications
5+ years of leadership experience in a call center or contact center environment.
Proven experience managing large teams and multiple departments.
Strong understanding of inbound customer service and outbound sales/campaign operations.
Excellent leadership, communication, and problem-solving skills.
Experience with CRM systems, workforce management tools, and performance reporting.
Journal
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