Take charge as the Contact Centre Director for Manulife, managing the Canadian Retirement operations to deliver superior customer experiences in a hybrid work model. This leadership position is focused on impactful change.
You will oversee a multi-site operation with around 200 employees and process over 125,000 customer interactions each month. Your efforts will center on data-driven improvements, team engagement, and operational effectiveness. Partnering with business leaders and global teams will be crucial for maintaining high service standards.
Key Responsibilities:
• Lead initiatives to improve service delivery and resolve issues
• Analyze performance data for service quality enhancements
• Promote a collaborative and positive team environment
• Ensure effective staffing and workload balance
• Manage overall contact centre performance metrics
Requirements:
• Extensive leadership experience in contact centre environments
• Proven success with transfor...