{"id":381895,"url":"https://alion.io/job/miele-bilingual-call-centre-team-manager","title":"Bilingual Call Centre Team Manager","company":{"id":5706,"name":"Miele","domain":"miele.com","url":"https://alion.io/company/miele","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":41,"ghost_share":0.024,"stale_share":0.61,"repost_share":0.024,"time_to_fill_p50_days":53,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vaughan, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":65000,"max":75000,"currency":"CAD","period":"year","gross":null,"usd_annual":52684},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-08-05T00:00:00Z","employer_posted_date":"2026-08-05","last_verified_at":"2026-10-18T16:44:47Z","board_verified":true,"closed_at":null,"days_open":76,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":76},"description":"Your Responsibilities\nYou will lead, coach, and develop a team of customer service representatives and team leads in a high-volume bilingual contact centre environment, fostering a high-performance and customer-focused culture\nYou will oversee daily operations, ensuring service levels and key performance indicators (KPIs) such as SLA, AHT, FCR, CSAT, NPS, and quality scores are consistently achieved or exceeded\nYou will manage and resolve complex customer escalations, acting as a senior point of contact to ensure timely and effective resolution\nYou will design, implement, and continuously improve training, coaching, and development programs to enhance team capabilities and performance\nYou will manage workforce planning, scheduling, and resource allocation in collaboration with cross-functional partners\nYou will analyze performance data, identify trends, and implement continuous improvement initiatives to drive operational efficiency and customer satisfaction\nYou will lead employee engagement initiatives, including team events, recognition programs, and communication strategies\nWhat we are looking for\nYou have a degree in business administration, communications, or a comparable qualification, with 7-10+ years of experience in a call centre or customer service environment, including leadership experience\nYou are bilingual (e.g., fluent in English and French), with strong written and verbal communication skills\nYou have deep expertise in call centre operations, KPIs, and performance management frameworks\nYou are a strong people leader with proven coaching and mentoring skills and a passion for developing high-performing teams\nYou possess strong analytical skills and are comfortable using data to drive decision-making and performance improvement\nYou have experience managing budgets, incentives, and operational costs in a customer service environment\nYou are highly structured and able to present complex information clearly and persuasively to senior stakeholders\nYou demonstrate excellent problem-solving, escalation management, and conflict resolution skills\nYou are proficient with CRM systems and contact centre technologies (e.g., Genesys, SAP)\nYour proactive, solution-oriented mindset and strong organizational skills complete your profile\nThe salary range for this position is $65,000 to $75,000 annually. This range is a guideline and may not reflect your exact offer. Factors that will be considered when extending an offer include but are not limited to education experience, relevant skills, and alignment with market data.\n65,000 -75,000","description_format":"text","description_chars":2578,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Electronics","Manufacturing","Home Appliances"],"lifecycle":[{"event":"open","at":"2026-09-05T21:55:56Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long shot","p_open":1,"p_active":0.506,"p_room":0.44,"age_days":76,"expected_fill_days":53,"reasons":["conf:37","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":{"stated_usd_annual":52684,"is_top_pay":false},"html_url":"https://alion.io/job/miele-bilingual-call-centre-team-manager","json_url":"https://alion.io/job/miele-bilingual-call-centre-team-manager.json","meta":{"generated_at":"2026-10-20T16:08:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18353,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5706},"rest":"https://alion.io/mcp/rest/get_company?id=5706"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmiele-bilingual-call-centre-team-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmiele-bilingual-call-centre-team-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmiele-bilingual-call-centre-team-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/miele-bilingual-call-centre-team-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmiele-bilingual-call-centre-team-manager"}]}