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Director, Retirement Contact Centre at Manulife | JobVerse
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Director, Retirement Contact Centre
Manulife
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Director, Retirement Contact Centre
Canada
Full Time
1 week ago
$108,000 - $158,000 CAD
Visa Sponsorship
Apply Now
Key skills
Leadership
Communication
Collaboration
About this role
Role Overview
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
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
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
Apply Now
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