Director, Contact Center Operations

3 weeks ago

Toronto, Canada undisclosed Full time

Job Description

GENERAL FUNCTION

The Director, Contact Center Operations is responsible for developing and executing the overall strategy, leadership, and day-to-day management of MFSG’s contact center operations. This pivotal role requires a visionary leader with a proven track record in managing both in-house and BPO (Business Process Outsourcing) contact centers, as well as overseeing outbound sales and outreach campaigns. The Director will be instrumental in driving customer-centric initiatives that lead to enhanced customer satisfaction, loyalty, and measurable business outcomes. This role involves close collaboration with cross-functional teams, including product, marketing, and technology, to improve customer experience and ensure operational readiness for organizational changes.

DUTIES/RESPONSIBILITIES
  1. Develop and implement strategic vision for the contact center that aligns with MFSG’s overall business objectives.
  2. Lead the optimization of in-house and outsourced contact center operations to maximize quality of service, operational efficiency and customer experience.
  3. Manage day-to-day contact center operations, ensuring achievement of key performance indicators (KPIs) such as response time, customer satisfaction, first call resolution, and service level agreements (SLAs).
  4. Manage vendor performance and relationships, ensuring that third-party service providers meet contractual obligations, performance standards, and service level agreements (SLAs).
  5. Regularly evaluate vendor performance, provide feedback, and implement improvement plans as needed to optimize service delivery and maintain high-quality standards.
  6. Act as the primary point of contact for vendor-related issues, negotiations, and escalations, ensuring seamless collaboration and resolution of any challenges.
  7. Continuously evaluate and recommend new tools, platforms, and AI capabilities to enhance contact center’s performance and improve overall customer experience.
  8. Oversee complaints and escalation management to ensure timely resolution of customer issues, enhance customer satisfaction.
  9. Ensure agent and contact center readiness to organizational change, product launch, projects and initiatives.
  10. Foster a high-performing, customer-centric culture based on the key tenets of empathy, service excellence, collaboration and getting things done.
  11. Ensure contact center processes and practices adhere to regulatory, legal and compliance expectations.
  12. Serve as customer advocate with executive management; ensure that customer research findings and insights are understood, tracked and acted upon.
Qualifications

EDUCATION: Bachelor's degree required and a graduate degree in business or operations is highly desirable.

EXPERIENCE:

  1. 15+ years of proven track record leading in-house and outsourced omni channel contact center teams.
  2. Familiarity with contact center technologies (e.g. CCaaS, Gen AI, Chat-bots) strongly preferred.
  3. Experience in Canadian financial services space or alternative lending is considered an asset.
  4. Proven ability to lead and execute contact center and customer experience initiatives driving business results.
  5. Experience planning and executing proactive contact center outbound campaigns and sales strategies.
SKILLS
  1. Strong financial acumen.
  2. Well versed in contact center best-practices and technology.
  3. Deep analytical capabilities – ability to forecast or interpret contact center volume projections.
  4. Ability to collaborate with peers to deliver on cross functional priorities.
  5. Strong relationship management skills.
  6. Strong leadership skills, with the ability to build and grow a diverse team.
  7. Great communication skills – both written and verbal.
Additional Information

All your information will be kept confidential according to EEO guidelines.

Notice to Ontario Applicants – Momentum Financial Services Group is committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment, and selection process. If you are selected for an interview, please notify Momentum Financial Services Group if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, we will work with you to determine how to meet your needs.

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.

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