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

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

Director, Retirement Contact Centre

Key skills