Intelligence-driven executive search for call centre and contact centre leadership. We don't just fill seats — we've spent 27 years studying which leaders make tanks thrive and which ones let them fail.
Every day, the fish swim around and everything looks normal. The water is clear. The fish are eating. The temperature looks fine.
But one day, you notice the fish are swimming a little slower than yesterday. Not a lot. Just a little. And the water is almost the same colour, but not quite. And one of the big fish that usually swims in the front has moved to the back corner.
Nobody else in the room notices. Everything still looks fine.
But the person who has been watching this exact fish tank, and hundreds of fish tanks just like it, every single day, for 27 years? He sees it.
He knows that when the big fish moves to the corner, and the water shifts colour slightly, and the swimming speed drops by just a little, something is about to change. Not in a month. Not in a year. Soon.
He saw this same pattern in another fish tank three years ago. And five years before that. And eight years before that. He has seen it so many times that he doesn't even have to think about it anymore. He just knows.
Your call centre is the fish tank. Your executives are the fish.
And I have been watching. Not just your tank, but 265 of them across Ontario and Texas. Every single day. For 27 years.
We don't start by finding you a new fish. We check the water first.
Because sometimes the tank doesn't need a new fish. Sometimes it needs the water changed. And if you put a healthy fish into bad water, that fish gets sick too.
That is what 27 years of watching teaches you.
Before a name leaves our desk, we run a full diagnostic on your contact centre leadership team. Fourteen business days. Nine deliverables. Every seat mapped, every competitor benchmarked, every risk quantified — so when we do recommend a fish, we already know your tank.
Complete inventory of every leadership seat. Who is in each seat, how long, what persona type.
Each executive classified against five persona types. Mismatches identified with replacement priorities.
Real placement data from 27 years. Not survey averages. What the person you need actually costs.
What competitors pay, who they hired, where they recruited from.
Which seats are at risk of opening in 6 to 12 months based on tenure, comp gaps, and stress signals.
For every critical seat: how many qualified internal candidates exist?
Dollar impact of every vacant or at-risk seat.
Exact persona, comp range, time to fill, available pool. A hiring blueprint, not a job description.
Two-page board-ready document. What you need. What it costs. What happens if you wait.
Every day an executive seat sits empty, your operation pays in forecast accuracy, overtime, and attrition.
Based on 1.7x daily comp rate over 60 days
Industry multiplier includes service degradation, overtime, recruiter fees, onboarding costs, and productivity ramp.
Cost compounds — the longer you wait, the more it hurts.
After watching 265 tanks, we know what a healthy one looks like — and what a failing one looks like. Where does yours fall?
Leadership in place, centre thriving
Tank readiness score
Leadership gaps, centre struggling
Tank readiness score
After 703 executives placed, we've identified five distinct types. Every seat demands one of these. Put the wrong type in the wrong seat, and the tank suffers.
Stability in complexity.
Pattern recognition at scale.
Zero to one.
Volume under pressure.
Boardroom to operations floor.
Our assessment maps the right persona to every seat in your centre.
Dual-market compensation intelligence from 27 years of placements. These are the 5 key seats every call centre must fill correctly.
| Role | Level | USD | CAD |
|---|---|---|---|
| CCO / VP Customer Experience | C-Suite / SVP | $200K–$350K+ | $175K–$300K+ |
| VP Call Centre Operations | VP | $160K–$240K | $140K–$210K |
| VP / Director WFM | VP / Director | $125K–$220K | $115K–$190K |
| Director CC Operations | Director | $120K–$175K | $110K–$160K |
| WFM Manager | Manager | $90K–$135K | $85K–$125K |
Ranges reflect base compensation. Total comp (bonus, equity, benefits) varies by industry, centre size, and market. Data sourced from 703 placements across Ontario and Texas.
Michael Duncan has spent 27 years with one focus: contact centre leadership. Not as a chapter of a broader career. As the whole thing.
Started watching the tanks. Specialized exclusively in contact centre leadership from day one.
Crossed 25 tanks. Started tracking leadership patterns across industries.
Recognized the 5 persona types. Anchor, Forecaster, Builder, Operator, Translator.
Expanded into Texas. Dual market compensation intelligence begins.
Built the Roster Readiness methodology. 15 years of signals turned into a system.
Cross-border placement model refined. Ontario and Texas as one connected market.
Remote and hybrid transformation. Helped centres redesign leadership for distributed ops.
265 tanks. 703 executives tracked. CallCenterTeams.com launches.
Two and a half decades of watching tanks, studying patterns, and placing the right leaders in the right seats.
Distribution across 703 executive placements
The Roster Readiness Assessment starts with a conversation. No obligation. 15 minutes.
9 deliverables. 14 business days. Complete roster intelligence.