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 setting.
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 advantages after 3 months.
Career progression.