Director of Enterprise Contact Centre Operations
Green Shield Canada (GSC)
Drive impactful contact centre operations at GreenShield as the Director, focusing on automation and enhanced customer interactions. Your strategic leadership will shape our digital-first approach. In this crucial role, you will report to the Vice President of Enterprise Service, leading initiatives to optimize team performance and stakeholder engagement. Your experience in managing large frontline teams will be essential in ensuring high-quality service delivery. Collaborate effectively to steer complex changes and enhance operational efficiencies within our non-profit organization. Key Responsibilities:
- Lead and develop managerial staff within the contact centre
- Implement process improvements and AI solutions
- Monitor and analyze service performance metrics
- Engage with cross-functional teams for cohesive operations
- Advocate for both customer and employee interests
- 7+ years of progressive leadership experience
- Strong knowledge in budget management and capacity planning
- Ability to create and adapt long-term strategic plans
- Experience in working with diverse teams and stakeholders
- Proficiency in relevant technologies, like Microsoft Dynamics 365
Vacancy posted 9 hours ago
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