Bilingual Contact Centre Manager
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Key Responsibilities
Build accountability, engagement, and talent pipelines Manage workforce forecasting, scheduling, queues, and business continuity Reduce customer effort and avoidable hand-offs Strengthen self-service adoption, knowledge tools, and routing Collaborate across EDC to resolve complex service issues
Requirements:
Seven years of progressive contact centre or virtual banking experience Strong command of operational performance and quality assurance Transformation experience involving digital adoption or skills-based routing Data-driven improvement of customer and employee outcomes Strong change leadership and cross-functional communication Use bilingual contact centre leadership and digital transformation skills to improve EDC customer and partner support. #J-18808-Ljbffr
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