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About the role
Key responsibilities & impact- Lead continuous improvement efforts to enhance service delivery and eliminate inefficiencies
- Use data and performance insights to identify call trends, service gaps, and improvement opportunities
- Apply strong problem-solving, decision-making, and conflict resolution skills in a fast-paced, high-volume environment
- Foster a highly engaged team culture through recognition, collaboration, open communication, and a positive work environment
- Partner with business leaders and Workforce Management to ensure effective staffing, forecasting, and contingency planning
- Collaborate with global partners to maintain consistent service performance across all contact centre locations
- Oversee scheduling, volume management, and service levels to ensure excellent and professional customer experience
- Lead strategic initiatives and manage multi-location performance
Requirements
What you’ll need- Proven leadership experience overseeing a large-scale, customer-facing contact centre operation
- Demonstrated success leading organizational change and driving transformation initiatives within complex, high-volume service environments
- Strong ability to influence and build credibility with employees, peers, and senior leaders across multiple levels of the organization
- Proven people leadership capability, with a strong commitment to developing, coaching, and supporting teams across multiple geographies
- Bilingualism in English and French is a strong asset, with proficiency required for candidates based in Québec
Benefits
Comp & perks- Health, dental, and mental health insurance
- Vision insurance
- Short- and long-term disability
- Life and AD&D insurance coverage
- Adoption/surrogacy and wellness benefits
- Employee/family assistance plans
- Retirement savings plans including pension and employer matching contributions
- Financial education and counseling resources
- Generous paid time off including holidays, vacation, personal, and sick days
- Full range of statutory leaves of absence
ATS Keywords
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Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
problem-solvingdecision-makingconflict resolutionteam culture developmentcollaborationopen communicationinfluencecredibility buildingpeople leadershipcoaching