Red Wireless is a national Rogers Authorized Dealer with a rapidly expanding contact centre in Saskatoon, leading the Rogers + CAA partnership. We are hiring a Remote Bilingual Call Centre Manager.
Job Summary
Oversee daily operations of a bilingual telecom customer service call centre, ensuring high-quality support in English and French. Key Responsibilities
- Manage daily operations, supervise, coach, and support bilingual staff.
- Monitor and improve KPIs (CSAT, FCR, AHT, SLAs).
- Handle complex escalations and coordinate with other departments (technical support, billing, sales).
- Conduct quality assurance and performance reviews.
- Develop training programs, prepare operational reports, and manage staffing/workforce planning.
- Ensure compliance with telecom regulations and company policies.
- Foster a positive, high-performance work environment.
Required Qualifications
- 1–5 years in call centre/customer service operations, preferably telecom.
- Previous leadership/management experience.
- Fluency in English and French (written and spoken).
- Strong understanding of telecom products and CRM/call centre software.
- Excellent leadership and communication skills.
Preferred Skills
- Workforce management/scheduling.
- Conflict resolution and problem-solving.
- Data analysis and reporting.
- Coaching/employee development.
- Knowledge of customer experience best practices.
Key Performance Indicators (KPIs)
- CSAT, SLA compliance.
- Call quality scores.
- Employee engagement and retention.
- Escalation resolution time, productivity, and service efficiency metrics.
What We Offer
- Competitive Pay with bonuses.
- Health, dental benefits after 3 months.
- Career progression.