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Posted 23 days ago

Bilingual Call Centre Team Manager

@ Miele Canada (VG CA)

Vaughan, Ontario

$65k–$75k/yrHybridFull-time7+ years experience
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Overview

Miele Canada is hiring a Bilingual Call Centre Team Manager to lead a team of customer service representatives and team leads in a high-volume bilingual contact centre. The role covers daily operations, KPI performance, escalations, coaching and workforce planning, with a salary of $65,000 to $75,000 annually.

Pay:

$65,000–$75,000 a year

Responsibilities:

  • Lead, coach and develop a team of customer service representatives and team leads
  • Oversee daily operations and meet service levels and KPIs such as SLA, AHT, FCR, CSAT, NPS
  • Manage and resolve complex customer escalations
  • Design and improve training, coaching and development programs
  • Manage workforce planning, scheduling and resource allocation

Requirements summary:

  • Degree in business administration, communications or comparable qualification
  • 7 to 10+ years of call centre or customer service experience, including leadership
  • Fluent in English and French with strong written and verbal communication
  • Proven coaching and mentoring skills
  • Strong analytical skills and experience managing budgets and incentives
  • Proficient with CRM systems and contact centre technologies such as Genesys and SAP

Tools & skills

Source and dates

Employer career site / ATS feed · workday

Employer posting date
2026-10-14
First seen by our source
2026-10-08
Source record updated
2026-11-04

These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.

Job details

SeniorityManager
DepartmentCustomer service
Experience7+ years
Manages peopleYes
Hours per week40 (estimated)
Work settingOffice
PositionMostly sitting
Physical demandsphysical low · computer high
LanguagesEnglish, French
EducationBachelor’s degree (required)
Fields of studybusiness administration, communications

Summary and details written by AI from the posting; the employer’s posting is the authority.

Miele Canada (VG CA)

FieldValue
Open jobs on Jobsy12
Job description

Your Responsibilities

• You will lead, coach, and develop a team of customer service representatives and team leads in a high-volume bilingual contact centre environment, fostering a high-performance and customer-focused culture

• You will oversee daily operations, ensuring service levels and key performance indicators (KPIs) such as SLA, AHT, FCR, CSAT, NPS, and quality scores are consistently achieved or exceeded

• You will manage and resolve complex customer escalations, acting as a senior point of contact to ensure timely and effective resolution

• You will design, implement, and continuously improve training, coaching, and development programs to enhance team capabilities and performance

• You will manage workforce planning, scheduling, and resource allocation in collaboration with cross-functional partners

• You will analyze performance data, identify trends, and implement continuous improvement initiatives to drive operational efficiency and customer satisfaction

• You will lead employee engagement initiatives, including team events, recognition programs, and communication strategies

What we are looking for

• You have a degree in business administration, communications, or a comparable qualification, with 7–10+ years of experience in a call centre or customer service environment, including leadership experience

• You are bilingual (e.g., fluent in English and French), with strong written and verbal communication skills

• You have deep expertise in call centre operations, KPIs, and performance management frameworks

• You are a strong people leader with proven coaching and mentoring skills and a passion for developing high-performing teams

• You possess strong analytical skills and are comfortable using data to drive decision-making and performance improvement

• You have experience managing budgets, incentives, and operational costs in a customer service environment

• You are highly structured and able to present complex information clearly and persuasively to senior stakeholders

• You demonstrate excellent problem-solving, escalation management, and conflict resolution skills

• You are proficient with CRM systems and contact centre technologies (e.g., Genesys, SAP)

• Your proactive, solution-oriented mindset and strong organizational skills complete your profile

The salary range for this position is $65,000 to $75,000 annually. This range is a guideline and may not reflect your exact offer. Factors that will be considered when extending an offer include but are not limited to education experience, relevant skills, and alignment with market data.

65,000 -75,000

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