Director for Retirement Contact Centre Operations

Oversee Manulife's Canadian Retirement Contact Centres as the Director and deliver exceptional customer experiences. Lead a high-performing team to manage significant customer interactions.
This unique position involves managing around 200 employees in a hybrid work environment, addressing over 125,000 customer contacts each month. Your expertise will help identify service gaps and implement improvements while nurturing a culture of engagement. Collaborate closely with business leaders to uphold service performance and operational efficiencies.
Key Responsibilities:
• Spearhead continuous enhancements in service delivery
• Analyze performance data to drive service improvements
• Develop an engaging team culture through recognition
• Manage volume and schedule for optimal customer interaction
• Direct the operational performance of multiple locations
Requirements:
• Demonstrated leadership in large-scale contact centre operations
• Proven track record in ch...