Customer Care Team Manager
Export Development Canada | Exportation et développement Canada
Lead EDC’s bilingual Customer Care Team using workforce management and data to improve service delivery. This permanent role follows a hybrid model.As Manager, Customer Care Team, you will oversee day-to-day inbound support while advancing EDC’s digital-first, human-enabled service model. You will balance customer experience, employee experience, and operational performance across business lines.Key Responsibilities:
Lead, coach, and develop a bilingual customer care teamOptimize forecasting, scheduling, capacity, queues, and service levelsImprove satisfaction, loyalty, and first-contact resolutionAdvance self-service, intelligent routing, automation, and AI capabilitiesUse data to prioritize issues and improve performanceRequirements:
Undergraduate degree or equivalent education and experienceAt least seven years in contact centre or financial services operationsExpertise in queue, service-level, capacity, and quality managementExperience leading transformation, automation, or continuous improvementBilingual proficiency in English and FrenchBring customer care leadership, operational expertise, and transformation experience to EDC’s bilingual service team.
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Lead, coach, and develop a bilingual customer care teamOptimize forecasting, scheduling, capacity, queues, and service levelsImprove satisfaction, loyalty, and first-contact resolutionAdvance self-service, intelligent routing, automation, and AI capabilitiesUse data to prioritize issues and improve performanceRequirements:
Undergraduate degree or equivalent education and experienceAt least seven years in contact centre or financial services operationsExpertise in queue, service-level, capacity, and quality managementExperience leading transformation, automation, or continuous improvementBilingual proficiency in English and FrenchBring customer care leadership, operational expertise, and transformation experience to EDC’s bilingual service team.
#J-18808-Ljbffr
Vacancy posted 1 hour ago
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