Bilingual Call Centre Team Manager

About the role

Miele is hiring a Bilingual Call Centre Team Manager in Vaughan. You will lead, coach and develop a team of customer service representatives and team leads in a high-volume bilingual contact centre, while overseeing daily operations and driving performance.

Key responsibilities

• Lead, coach and develop customer service reps and team leads, building a high-performance, customer-focused culture
• Oversee daily operations so that service levels and KPIs (SLA, AHT, FCR, CSAT, NPS, quality scores) are met or exceeded
• Manage and resolve complex customer escalations as a senior point of contact
• Design, implement and improve training, coaching and development programs
• Manage workforce planning, scheduling and resource allocation with cross-functional partners
• Analyze performance data, identify trends and run continuous improvement initiatives
• Lead employee engagement, including team events, recognition programs and communication strategies

Required profile

• Degree in business administration, communications or comparable qualification, with 7-10+ years of experience in a call centre or customer service environment, including leadership experience
• Bilingual (e.g., fluent English and French) with strong written and verbal communication
• Proven coaching and mentoring skills and a passion for developing high-performing teams
• Experience managing budgets, incentives and operational costs
• Comfortable presenting complex information to senior stakeholders and solving problems and conflicts

Required skills

• Deep knowledge of call centre operations, KPIs and performance management frameworks
• Strong analytical skills and use of data to drive decisions
• Proficiency with CRM systems and contact centre technologies such as Genesys and SAP

The salary range is $65,000 to $75,000 per year, depending on education, experience, skills and market data.