Manager, Call Centre (Toronto)

Overview

Location: Head Office. The Manager, Call Centre is responsible for establishing and leading a centralized leasing support function to drive prospect engagement, appointment conversion, and occupancy across the portfolio, while delivering a consistent high‑quality customer experience.

This role oversees a team of up to 10 Call Centre Agents and is accountable for end‑to‑end leasing funnel performance, including response times, lead qualification, appointment booking, and conversion support.

The Manager will actively lead day‑to‑day operations, including training, coaching, performance management, and team engagement.

The Manager will apply a structured, data‑driven approach to operations, leveraging reporting, technology, and AI tools to improve efficiency, consistency, and results.

This position is critical to building a scalable, high‑performing leasing function.

Responsibilities

• Team Leadership & Performance ...