Call Centre Manager
Calgary, Alberta, Canada
Full Time
2 weeks ago
$72,000 - $95,000 CAD
Key skills
CRMLeadershipChange ManagementCommunication
About this role
Welcome to Rejuvenation!
Rejuvenation Medical Group is Western Canada’s fastest-growing family of dermatology and multi-disciplinary medical offices. From modest beginnings dating back to 1984, Rejuvenation is a pioneer in delivering exceptional care to communities in Alberta, British Columbia, and Ontario. We specialize in skin health, dermatologic concerns, and an array of cosmetic and aesthetic services for all skin types. At Rejuvenation, the possibilities are endless.
Rejuvenation proudly offers career advancement opportunities through ongoing advanced laser, surgical, cosmetic and leadership training to help our STARS soar. For those looking to take their career to new heights, our organization is perfect for you. Rejuvenation is consistently growing into new markets and promoting talent from within; we love to see our STARS succeed!
Our diagnosis for you is an amazing and fulfilling career! Symptoms may include…
• Industry perks
• Star pricing on cutting-edge treatments and products
• Close-knit teams
• Fun and inclusive monthly challenges with incredible prizes
• Continuing education opportunities
• Flexibility and a healthy work-life balance
• Supportive management team
• Opportunity for internal growth
• Comprehensive health benefits
• And so much more!
What are you waiting for? Are you ready to become a STAR? Apply today!
Role Overview
The Call Centre Manager provides strategic and operational leadership to drive service excellence and efficiency across all call centre functions. This role ensures client satisfaction through forward-thinking, technology-led solutions, and continuous process improvements, aligning team performance with organizational goals.
Role Objectives
The responsibilities include, but are not limited to:
• Lead daily operations of the call centre, ensuring optimal staff performance, high-quality client support, and adherence to service standards.
• Develop and implement scalable policies, processes, and systems to support continuous improvement and operational excellence.
• Utilize technology and data-driven insights to optimize workflows, enhance agent productivity, and streamline client interactions.
• Oversee performance management frameworks, including goal setting, coaching, and career development for team members.
• Collaborate cross-functionally to identify process inefficiencies, create solutions, and promote best practices in client service delivery.
• Drive the adoption of innovative tools and practices that enhance service quality, employee engagement, and client satisfaction.
• Prepare and analyze reports on key metrics such as call volume, service levels, and performance trends for continuous improvement initiatives.
• Champion a culture of accountability, teamwork, and professional growth within the call centre.
Role Qualifications
• 5+ years of managerial experience in a call centre or contact centre environment, with proven success in performance management and process improvement (required)
• Strong proficiency with CRM systems, call centre software, and data reporting tools.
• Knowledge of RingCentral is required.
• Demonstrated experience in policy and process creation, change management, and leading technology-driven transformation.
• Previous experience in a medical setting is preferred; experience in dermatology and/or medical aesthetics is considered a strong asset.
• Excellent leadership, communication, and analytical skills.
• This is a fully onsite position.
• Please note that applications from candidates who do not meet these qualifications will not be considered.
#LP
Employee Equity and Accessibility Statement
Rejuvenation Medical Group invites applications from all qualified individuals. Rejuvenation is committed to employment equity and diversity in the workplace and welcomes applications from: women, visible minorities, Indigenous Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.
Rejuvenation Medical Group provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources.
If you possess the experience we are looking for, please submit your resume and cover letter. Please note that only those selected for an interview will be contacted. We thank you in advance for considering Rejuvenation Medical Group as your potential future employer!
Rejuvenation Medical Group is Western Canada’s fastest-growing family of dermatology and multi-disciplinary medical offices. From modest beginnings dating back to 1984, Rejuvenation is a pioneer in delivering exceptional care to communities in Alberta, British Columbia, and Ontario. We specialize in skin health, dermatologic concerns, and an array of cosmetic and aesthetic services for all skin types. At Rejuvenation, the possibilities are endless.
Rejuvenation proudly offers career advancement opportunities through ongoing advanced laser, surgical, cosmetic and leadership training to help our STARS soar. For those looking to take their career to new heights, our organization is perfect for you. Rejuvenation is consistently growing into new markets and promoting talent from within; we love to see our STARS succeed!
Our diagnosis for you is an amazing and fulfilling career! Symptoms may include…
• Industry perks
• Star pricing on cutting-edge treatments and products
• Close-knit teams
• Fun and inclusive monthly challenges with incredible prizes
• Continuing education opportunities
• Flexibility and a healthy work-life balance
• Supportive management team
• Opportunity for internal growth
• Comprehensive health benefits
• And so much more!
What are you waiting for? Are you ready to become a STAR? Apply today!
Role Overview
The Call Centre Manager provides strategic and operational leadership to drive service excellence and efficiency across all call centre functions. This role ensures client satisfaction through forward-thinking, technology-led solutions, and continuous process improvements, aligning team performance with organizational goals.
Role Objectives
The responsibilities include, but are not limited to:
• Lead daily operations of the call centre, ensuring optimal staff performance, high-quality client support, and adherence to service standards.
• Develop and implement scalable policies, processes, and systems to support continuous improvement and operational excellence.
• Utilize technology and data-driven insights to optimize workflows, enhance agent productivity, and streamline client interactions.
• Oversee performance management frameworks, including goal setting, coaching, and career development for team members.
• Collaborate cross-functionally to identify process inefficiencies, create solutions, and promote best practices in client service delivery.
• Drive the adoption of innovative tools and practices that enhance service quality, employee engagement, and client satisfaction.
• Prepare and analyze reports on key metrics such as call volume, service levels, and performance trends for continuous improvement initiatives.
• Champion a culture of accountability, teamwork, and professional growth within the call centre.
Role Qualifications
• 5+ years of managerial experience in a call centre or contact centre environment, with proven success in performance management and process improvement (required)
• Strong proficiency with CRM systems, call centre software, and data reporting tools.
• Knowledge of RingCentral is required.
• Demonstrated experience in policy and process creation, change management, and leading technology-driven transformation.
• Previous experience in a medical setting is preferred; experience in dermatology and/or medical aesthetics is considered a strong asset.
• Excellent leadership, communication, and analytical skills.
• This is a fully onsite position.
• Please note that applications from candidates who do not meet these qualifications will not be considered.
#LP
Employee Equity and Accessibility Statement
Rejuvenation Medical Group invites applications from all qualified individuals. Rejuvenation is committed to employment equity and diversity in the workplace and welcomes applications from: women, visible minorities, Indigenous Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.
Rejuvenation Medical Group provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources.
If you possess the experience we are looking for, please submit your resume and cover letter. Please note that only those selected for an interview will be contacted. We thank you in advance for considering Rejuvenation Medical Group as your potential future employer!