Manager (Call Centre & Sales)

Calgary, AB
$90,000 per year
Permanent
Full-time

1 month ago
Apply easily

About Staffing® is an Alberta-based recruitment company that connects jobseekers to employers across Canada. Established in 1996, About Staffing is a proud BBB Accredited business.We have partnered with a rapidly growing, locally founded lawn care and property services company to support them in hiring their next Manager. This leader will oversee the Calgary-based call centre, leading a team of approximately eight across Sales and Customer Service.Job ID: 43097Job Type: Direct HireCategory: ManagementLocation: Calgary, AlbertaFounded in Calgary over a decade ago, this organization has grown from a startup with a vision into a multi-city operation servicing six urban markets across Alberta and neighbouring provinces. With a strong operational foundation now firmly in place, they are entering an exciting phase of scale and strategic growth.Their leadership team is ambitious, competitive, and committed to becoming the top provider in their industry. This is a company where performance is recognized, growth is encouraged, and high standards are part of the DNA. For someone motivated by impact and upward mobility, the runway here is significant.This is a results-driven, no-drama environment built on accountability, transparency, and mutual respect. The team believes in earning success through performance and measurable outcomes. Open and honest communication is valued, and difficult conversations are handled directly and professionally. During peak season, the team rallies together and works hard toward collective goals. When targets are achieved, wins are celebrated. Leadership is approachable, engaged, and genuinely invested in building people up. It is an environment best suited for someone confident, resilient, and motivated by high expectations.This Manager will oversee the Calgary-based call centre, leading a team of approximately eight across Sales and Customer Service. This role adds an important layer of operational leadership, allowing ownership to step back from day-to-day management while strengthening structure, accountability, and performance standards.The successful candidate will be hands-on in operations, actively involved in coaching, escalation management, and performance tracking.Duties and Responsibilities:The key job functions are:

Provide direct leadership to the Sales and Customer Service Representative (CSR) teams, setting clear performance expectations and monitoring Key Performance Indicators (KPIs).
Manage complex customer escalations, de-escalate dissatisfied clients, and protect long-term client retention through solution-focused communication.
Oversee daily call centre operations, ensuring service levels, response times, and quality standards are consistently met.
Utilize Customer Relationship Management (CRM) tools, including HubSpot, to analyze data, generate reports, and drive performance improvements.
Coach, mentor, and develop team members through ongoing feedback, performance reviews, and structured accountability measures.
Collaborate with ownership to refine processes, improve efficiencies, and support strategic growth initiatives.
Foster a culture of merit-based performance, professionalism, and team alignment during both peak and off-peak seasons.

Education:

Post-secondary education is not required.
Demonstrated leadership capability, operational knowledge, and a track record of measurable results will be prioritized over formal credentials.
Ongoing professional development in leadership, business operations, or Customer Service Management is considered an asset.

Qualifications:

Willing to work fully in office.
Able and willing to work overtime in peak seasons (April, May & June)

Experience:

Previous leadership experience within a call centre, sales environment, or high-volume customer service setting is required.
Experience managing KPIs, performance reporting, and team accountability processes is essential.
Hands-on experience resolving customer escalations and retaining dissatisfied clients is critical to success in this role.
Experience using CRM platforms, particularly HubSpot, is considered a strong asset.

Skills:

Strong leadership presence with the ability to earn respect and set the tone for performance.
Excellent verbal communication skills with clear, confident delivery.
Analytical and data-driven mindset with comfort interpreting metrics and performance dashboards.
High emotional intelligence and resilience under pressure.
Strong organizational and time management skills, particularly during peak operational periods.

Base Salary: $90,000 per year

Total first-year compensation has the potential to reach approximately $130,000 through performance-based bonus incentives tied to measurable results.
The company offers a comprehensive health and dental benefits package.

Work Hours:

Standard hours are 8:00AM – 5:00PM, Monday to Friday. However, flexibility is required.
During peak season (April through June), extended hours and occasional weekend work are expected, as this period represents the majority of annual revenue.
Off-season months offer greater flexibility and reduced workload.

Additional Notes:

This opportunity does not include relocation. It will be the responsibility of the candidate should relocation be required.
All applicants must be authorized to work in Canada to be considered for employment.

About Staffing® recruiters are Alberta's experts in connecting candidates with management jobs. We focus on temporary, direct hire (permanent) and temporary-to-direct hire placements in the corporate and industrial fields.The About Staffing team would like to thank everyone who applies. Please note we are only contacting applicants who meet the employer's needs of the positions we are actively working on.We are constantly posting management jobs so check back with us regularly.For FAQs, stop by our .Please reference Job ID: 43097 in your application.To apply for this job email your details to .About Staffing is an Alberta-based employment and recruitment agency that offers flexible staffing solutions for all businesses across any industry and position level.

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