Gestionnaire Services Client Edc

Export Development Canada

Dirigez les services au client bilingues d’EDC en mode hybride depuis Ottawa, Toronto ou Montréal. Misez sur les données et l’amélioration continue.Comme gestionnaire, vous dirigerez l’équipe et sa prestation quotidienne au sein du Groupe de vente et de traitement des demandes. Vous concilierez expérience client, expérience employé et rendement opérationnel. Votre mandat couvrira la gestion des effectifs, le numérique et l’automatisation.Responsabilités clés :
Diriger, encadrer et faire évoluer l’équipe bilingueOptimiser prévisions, capacité, files d’attente et niveaux de serviceAméliorer satisfaction, fidélisation et résolution dès le premier contactPromouvoir libre-service, routage intelligent, automatisation et capacités axées sur l’IAUtiliser les données pour prioriser les problèmes et améliorer le rendementExigences :
Diplôme universitaire ou combinaison équivalente d’études et d’expérienceAu moins sept ans d’expérience progressive dans les services financiersMaîtrise des files d’attente, niveaux de service et assurance qualitéExpérience en transformation, normalisation, adoption numérique ou amélioration continueMaîtrise de l’anglais et du françaisApportez votre leadership, vos compétences analytiques et votre expertise des services au client pour transformer l’expérience chez EDC.
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