Director, Digital Contact Centre New

5 months ago

Toronto, Canada Definity Financial Corporation Full time

Job ID : 7234
Category : Sonnet Insurance
Brand : Sonnet
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Toronto, Canada
Posting Range : $97,000 - $178,800

Sonnet is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

What can you expect from this role?
- Collaborate with the Centre, Shared Services leadership & Enterprise CoEs to enhance centre business results and revenue growth in driving customer engagement within targeted market segments
- Lead the development of creative medium to long-term strategies that deliver measurable service-level performance in a high-quality manner, while also championing contact center platform enhancements, utilizing emerging web-based software tools to increase business efficiency and growth
- Advocate and set effective goals that provide a clear line of sight to organizational priorities, and monitor progress toward achievement of goals
- Lead the digital transformation/modernization (omnichannel) integrating new channels with other enterprise systems to deliver great digital experiences - engaging customers within the channel of their choice
- Maintain a successful customer experience that retains, grows customers obtaining outstanding customer survey scores by systematically integrating customer feedback into management tactics and strategies
- Champion roll out of broader enterprise-wide change projects identifying people, processes and technology implications, while operating within an Agile environment
- Maintain superior level of knowledge of contact centre technologies, leveraging competitive intelligence, identifying macro trends within the industry and across the enterprise and leading ongoing analysis to identify weaknesses, gaps and opportunities for innovation and operational efficiencies.
- Evaluate the potential of people, operational and service impacts resulting from the introduction of new strategies, ensuring maximum efficiencies are achieved.
- Set and manage actionable customer performance metrics that encourages data-driven decision making, maximizing interaction and balancing operational metrics against customer service metrics to sustain profitable growth
- Regular monitoring of service and productivity in the achievement of results against plan and directing tactical responses to correct any negative trends.
- Ensure workforce management achieves targeted goals for service level performance, abandoned rates, call handle time, forecast accuracy, and workforce productivity for each contact center function/workgroup managed through effective forecasting and scheduling.
- Lead, coach and mentor a high-performing contact center management team and direct reports in meeting goals through effective talent planning and developmental opportunities
- Ensure consistency and compliance across all policies, processes and procedures - mitigating risk
- Support key initiatives that enable the employee experience and engagement strategy, consistent with overall business priorities

What you bring to the role?
- 10+ years of customer service experience, innovation and analytics or digital channel customer service operations and sales growth experience
- 5+ years of leadership experience leading a multi-channel customer service team and working with customer experience, marketing and analytics professionals, delivering high quality, cost effective services in a customer contact center
- 5+ years of experience in the insurance sector, gaining a strong understanding of the regulatory environment; including customer segmentation, pricing and underwriting process and rules, fraud related issues, etc.
- 5+ years’ experience in a digital, multi-channel, eCommerce environment with a proven history in seamless channel leadership (e.g. web, mobile) with integrated customer service
- 3+ years in an eCommerce environment with strong analytical and data-driven track record. Digital merchandising and marketing experience a plus
- Strong business acumen as well as the proven ability to work collaboratively with cross-functional groups
- Strategic thinker with the ability to spot industry shifts and with an understanding of Sonnet’s competitive advantage as a foundation, develop clear, differentiated strategies (specifically a digital, customer centric approach) grounded in KPIs
- Outstanding prioritization skills, with an ability

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