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Call Center Manager
Oxford College of Arts, Business and Technology —Scarborough, ON
*Proven call center leadership *–3-5+ years leading a call center or contact center team, ideally in a high-volume, target-driven, inbound/outbound environment.
Postuler rapidement
il y a 6 jours
Call Center Supervisor
Consolidated Credit Counseling Services of Canada Inc. —North York, ON
People-leadership/management experience; hands-on supervision in a credit counselling environment is an asset.
De 55 000 $ à 70 000 $ par an
il y a 14 jours

Je souhaite recevoir la dernière alerte emploi pour les postes de ce type : call center supervisor (columbus)

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Call Center Manager

Oxford College of Arts, Business and Technology
Scarborough, ON

Postuler rapidement

Détails du poste

Permanent | Temps plein
Il y a 6 jours

Avantages

Assurance Dentaire
Assurance Vision
Assurance Vie

Compétences

Microsoft Powerpoint
Planification de l'amélioration de la qualité
Veille économique
Gestion des opérations
Planification des rendez-vous clients
Coaching
Leadership stratégique
Amélioration des processus
Recrutement
Évaluation des résultats axée sur les données
Préparation de rapports et de présentations
Recrutement
Appels sortants
Analyse des causes profondes
Visualisation de données
Motivation d'équipe
Consolidation d'équipe
Analytique

Description complète du poste

THE ROLE

Oxford College is hiring a Call Center Manager to lead our Admissions contact center. The Manager would be responsible for turning inbound and outbound conversations into booked, attended admissions appointments.

We're not looking for someone who just executes a playbook. We want a thinker – someone who can look at booking, show, and conversion data, form their own point of view on what's actually happening, and act on it without waiting to be told. You'll have real ownership over how the center runs day to day, and a direct line to shaping the strategy behind it.

This person can walk the floor and coach a rep through a tough call, then turn around and build the deck that explains conversion trends to the Director of Student Enrollment — in language each audience actually hears.

WHAT YOU'LL OWN

Day-to-day operations – run daily operations across inbound and outbound calling: staffing, scheduling, service levels, and the tools and processes that keep the center effective.
Metrics & dashboards – define and track the KPIs that matter (contact rate, booking rate, show rate, no-show rate, cost per call, and more), build the dashboards that surface them, and know how to read a trend versus noise.
Independent judgment – don't just report what happened — form a view on why, and act. Design and run corrective and improvement plans, and adjust course based on results, not habit.
Appointment conversion strategy – own the full appointment funnel from first contact through booking, confirmation, attendance, and follow-up, in close partnership with Admissions.
Team building – recruit, coach, and develop reps into a high-performing team; build a deliberately diverse bench of talent, not by accident but by design.
Communication across levels – speak agent, fluently – you know what actually motivates a team of agents – and speak leadership just as fluently, distilling performance data into concise, senior-ready updates.
Presentation ownership — build your own PowerPoint decks, from floor roll-outs and team communications to leadership business reviews. No hand-off required.
Strategic input – bring insight to the Director of Student Enrollment on trends, market shifts, and growth opportunities – not just numbers, but what they mean and what to do about them.

WHAT YOU BRING

Proven call center leadership –3-5+ years leading a call center or contact center team, ideally in a high-volume, target-driven, inbound/outbound environment.
Fluency in call center KPIs –Contact rate, booking/conversion rate, show/no-show rate, cost per call, QA scoring, and workforce management – and you know which levers actually move results.
A thinker, not just an executor –You don't just carry out a plan – you diagnose what's working, question what isn't, and bring your own recommendations to the table.
A track record –You can point to a team you built or turned around, and explain specifically how you did it.
Strong PowerPoint and data storytelling –Comfortable building your own decks and telling a clear, data-backed story – whether the audience is 15 reps or senior leadership.
Commitment to diverse talent –Hiring and developing a diverse team is a deliberate practice for you, not an afterthought.
Autonomy –You run your business unit with minimal oversight – you identify what needs to happen and drive it forward.

WHY THIS ROLE

You'll run a lean, close-knit team with real autonomy over how it operates, direct visibility with the Director of Student Enrollment and Executive team, and the mandate to shape strategy – not just carry it out. If you think as much as you execute, this role is built for that.

Job Type: Full-time

Benefits:

Dental care
Life insurance
Vision care

Experience:

call center work: 5 years (required)

Work Location: In person

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call center supervisor emplois - columbus

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