Manager; Call Centre & Sales

Connecting you to Management jobs in Calgary, Alberta!

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

Job Type: Direct Hire

Category:
Management

Location:

Calgary, Alberta

Founded 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 Hub Spot, 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 Hub Spot, is considered a strong asset.

Skills:

• Strong…