Posted last month
Director - Call Center
@ FOCZ BUSINESS SERVICES
Regina, Saskatchewan
Overview
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.
Responsibilities:
- 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
Requirements summary:
- 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
Tools & skills
Source and dates
Job-board feed · saskjobs
- Employer posting date
- 2026-09-29
- First seen by our source
- 2026-10-10
- Source record updated
- 2026-10-10
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Manager |
| Department | Customer service |
| Experience | 5+ years |
| Management experience | 5+ years |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
Summary and details written by AI from the posting; the employer’s posting is the authority.
FOCZ BUSINESS SERVICES
| Field | Value |
|---|---|
| Open jobs on 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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