Call Center Manager

About the role

LightFire Partners is looking for an experienced Call Center Manager to lead its Kingston‑based team of call centre representatives. You will be responsible for driving performance, ensuring high‑quality customer interactions, and supporting the company’s home‑improvement marketing campaigns.

Key responsibilities

• Hire, train, and supervise call centre representatives to meet service standards and performance targets.
• Monitor call centre metrics such as volume, customer satisfaction, and agent performance, and implement improvements.
• Develop and enforce standard operating procedures to boost efficiency and customer experience.
• Create work schedules and manage resources to guarantee adequate coverage.
• Resolve escalated customer complaints promptly and effectively.
• Prepare regular performance reports for senior management with insights and recommendations.

Required profile

• 3‑5 years of experience in call centre management or a similar role, preferably in the home‑improvement sector.
• Bachelor’s degree in Business Administration, Management, or a related field is preferred.
• Strong leadership, communication, analytical, and problem‑solving abilities.

Required skills

• Proficiency with call centre software and related technology.

What we offer

• Competitive compensation package with performance‑based bonuses.
• Equal opportunity employer committed to diversity and inclusion.