Bilingual Contact Centre Manager
Export Development Canada | Exportation et développement Canada
Shape EDC’s digital-first customer service model with bilingual leadership and contact centre expertise. Work from Ottawa, Toronto, or Montreal under EDC’s hybrid model.This Manager, Customer Care Team role leads inbound support for customers and partners across digital navigation, billing, claims, credit, and product inquiries. You will strengthen service through standardized processes, data, and targeted automation.Key Responsibilities:
Build accountability, engagement, and talent pipelinesManage workforce forecasting, scheduling, queues, and business continuityReduce customer effort and avoidable hand-offsStrengthen self-service adoption, knowledge tools, and routingCollaborate across EDC to resolve complex service issuesRequirements:
Seven years of progressive contact centre or virtual banking experienceStrong command of operational performance and quality assuranceTransformation experience involving digital adoption or skills-based routingData-driven improvement of customer and employee outcomesStrong change leadership and cross-functional communicationUse bilingual contact centre leadership and digital transformation skills to improve EDC customer and partner support.
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Build accountability, engagement, and talent pipelinesManage workforce forecasting, scheduling, queues, and business continuityReduce customer effort and avoidable hand-offsStrengthen self-service adoption, knowledge tools, and routingCollaborate across EDC to resolve complex service issuesRequirements:
Seven years of progressive contact centre or virtual banking experienceStrong command of operational performance and quality assuranceTransformation experience involving digital adoption or skills-based routingData-driven improvement of customer and employee outcomesStrong change leadership and cross-functional communicationUse bilingual contact centre leadership and digital transformation skills to improve EDC customer and partner support.
#J-18808-Ljbffr
Vacancy posted 1 hour ago
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