Director - B2C Contact Centre

4 weeks ago

Vancouver, Canada Innivec Full time

We are a forward-thinking company that prioritizes innovation, diversity, and a positive workplace culture. As we continue to expand our operations in Canada, we're seeking a dynamic and experienced Director, B2C Contact Centre. This role is pivotal in shaping our organizational environment, ensuring our teams are engaged, diverse, and aligned with our core values and objectives.

**Key Responsibilities**:

- **Strategic Leadership**:Develop and implement a comprehensive strategy for the B2C contact centre that aligns with Innivec’s overall business objectives and enhances the customer journey.
- **Team Management**: Lead, mentor, and inspire a diverse team of contact centre professionals, fostering a culture of excellence, accountability, and continuous improvement.
- **Performance Optimization**: Monitor key performance indicators (KPIs) and metrics to evaluate contact centre performance; implement necessary changes to improve efficiency, effectiveness, and customer satisfaction.
- **Customer Experience**: Champion a customer-first approach, ensuring that the contact centre delivers exceptional service and addresses customer needs promptly and effectively.
- **Technology Integration**:Oversee the implementation and optimization of contact centre technologies and tools to enhance operational efficiency and support remote and on-site teams.
- **Budget Management**:Develop and manage the contact centre budget, ensuring effective allocation of resources to meet operational goals while maximizing cost efficiency.
- **Cross-Department Collaboration**:Work closely with other departments, including Marketing, Sales, and Product Development, to ensure a cohesive approach to customer service and satisfaction.
- **Reporting & Analysis**:Prepare and present regular reports on contact centre performance, customer feedback, and operational trends to senior management.
- **Compliance & Best Practices**: Ensure compliance with industry regulations and company policies; advocate for and implement best practices in contact centre operations.

**Qualifications**:

- Bachelor’s degree in Business Administration, Communications, or a related field; Master’s degree preferred.
- 7+ years of experience in customer service or contact centre operations, with at least 3 years in a leadership role.
- Proven track record of improving customer satisfaction and operational efficiency in a B2C environment.
- Strong analytical skills and experience with data-driven decision-making.
- Excellent communication, interpersonal, and leadership abilities.
- Proficiency with contact centre technologies and CRM systems.
- Strong organizational skills with the ability to manage multiple priorities effectively

Pay: $85,000.00-$110,000.00 per year

Work Location: In person

  • Manager, Contact Centre

    1 week ago

    Vancouver, Canada United Way British Columbia Full time

    **JOB PURPOSE** The Contact Centre Manager contributes to the division’s success as a member of 211’s senior leadership team, reporting to Director, 211. They hire, coach/mentor, prepare and motivate their team to provide excellent service to a broad variety of customers. The manager is responsible for planning and delivering departmental strategic...

  • Apprentice Technical Director

    4 weeks ago

    Vancouver, Canada Director File Full time

    The Apprentice Technical Director is a full-time 6-week position primarily for early-career arts workers from equity deserving groups. We are looking for someone passionate about executing the creative vision of the creative team and turning it into a live theatre production of Guys and Dolls. They will work with dozens of creative colleagues, artisans and...

  • Executive Director REACH Community Health Centre

    3 days ago

    Vancouver, Canada Bcachc Full time

    Press continue to see content specific to your location.GermanyExecutive Director REACH Community Health CentreCAD 125,000 - 150,000Organizational ProfileREACH Community Health Centre (REACH) has been providing community-based health care for fifty years and strives to be more than just a doctor or dentist’s office. REACH is a community-governed...

  • Executive Director REACH Community Health Centre

    3 days ago

    Vancouver, Canada Bcachc Full time

    Press continue to see content specific to your location.GermanyExecutive Director REACH Community Health CentreCAD 125,000 - 150,000Organizational ProfileREACH Community Health Centre (REACH) has been providing community-based health care for fifty years and strives to be more than just a doctor or dentist’s office. REACH is a community-governed...

  • Executive Director REACH Community Health Centre

    1 week ago

    Vancouver, Canada Bcachc Full time

    Organizational Profile REACH Community Health Centre (REACH) has been providing community-based health care for fifty years and strives to be more than just a doctor or dentist’s office. REACH is a community-governed organization that believes that good health is a state of physical, mental, and social well-being. REACH uses a team-based approach to...

  • Executive Director REACH Community Health Centre

    2 weeks ago

    Vancouver, Canada Bcachc Full time

    Organizational ProfileREACH Community Health Centre (REACH) has been providing community-based health care for fifty years and strives to be more than just a doctor or dentist’s office. REACH is a community-governed organization that believes that good health is a state of physical, mental, and social well-being. REACH uses a team-based approach to...

  • Executive Director REACH Community Health Centre

    2 weeks ago

    Vancouver, Canada Bcachc Full time

    Organizational ProfileREACH Community Health Centre (REACH) has been providing community-based health care for fifty years and strives to be more than just a doctor or dentist’s office. REACH is a community-governed organization that believes that good health is a state of physical, mental, and social well-being. REACH uses a team-based approach to...

  • Customer Service Representative

    1 week ago

    Vancouver, Canada Coast Appliances Full time

    Coast Appliances is a great place to work. We are an ambitious organization, investing in technology, process, and most importantly, dynamic PEOPLE! With an energized team that stretches across Canada, we are invested in growing our team members as we grow our business. Reporting to the Manager - Contact Centre, the Customer Service Representative - Contact...

  • Centre Director

    2 weeks ago

    Vancouver, Canada Bayswater Education Full time

    About Bayswater Education: Bayswater Education is a vibrant network of global educational centres dedicated for over 70 years to educate and inspire global people through a life-changing educational experience. We’re passionate about growing communities of global thinkers and explorers, at home and abroad - whatever their story. We set up Bayswater...

  • Executive Technical Associate

    7 days ago

    Vancouver, British Columbia, Canada Director File Full time

    The Apprentice Technical Director is a key role within our team, focusing on the execution of creative visions in live theatre productions. We are seeking an individual passionate about working with creative teams to bring artistic projects to life. This full-time 6-week position is ideal for early-career arts workers from equity-deserving groups.This...

  • Language Centre Director

    2 weeks ago

    Vancouver, Canada Berlitz Canada Full time

    **ABOUT BERLITZ** The first and last word in language training for more than a century, the name Berlitz® has become synonymous with excellence in learning. In fact, millions of alumni from all walks of life have experienced new cultures more fully, thanks to Berlitz. For over 40 years, Berlitz Canada has been providing the highest quality language...

  • Children's Hearing

    4 weeks ago

    vancouver, Canada Children's Hearing & Speech Centre of BC Full time

    Career Opportunity - Executive Director Who We Are Children’s Hearing and Speech Centre of BC provides listening and spoken language programs and services to children who are deaf or hard of hearing and their families. In operation since 1963, we are the only listening and spoken language focused educational centre in Western Canada. Our dynamic,...

  • Workforce Planning Administrator

    2 weeks ago

    Vancouver, Canada Scenic Cruises Full time

    Are you passionate about creating seamless, luxury service experiences and optimizing workforce performance in a dynamic environment? Do you thrive on leveraging innovative technologies and data-driven insights to elevate contact centre operations? Are you ready to join an award-winning team and contribute to delivering unparalleled travel experiences with...

  • Assistant to The Director

    3 days ago

    Vancouver, Canada Providence Healthcare Full time

    **Salary**: The salary range for this position is CAD $24.76/Hr. - CAD $32.50/Hr. Summary: The Centre for Heart Lung Innovation (HLI) under Providence Health Care and in collaboration with Providence Research is now hiring a permanent, full-time Assistant to the Director & Grants Coordinator to join their team. Reporting directly to the Director and the...

  • Client Advisor, Tiffany Contact Centre

    4 weeks ago

    Vancouver, Canada Tiffany & Co. Full time

    Based at Tiffany flagship Burrard street store, the **Client Advisor, Contact Center **holds the critical position of embodying the Tiffany brand in each and every client interaction. The Contact Centre Client Advisor is responsible for delivering luxury best-in-class client experience across multiple contact channels by listening to each client’s personal...

  • Client Advisor

    4 weeks ago

    Vancouver, Canada Tiffany & Co Full time

    **Position**: Based at Tiffany flagship Vancouver Store on Burrard, the **Client Advisor, Contact Center** holds the critical position of embodying the Tiffany brand in each and every client interaction. The Contact Centre Client Advisor is responsible for delivering luxury best-in-class client experience across multiple contact channels by listening to each...

  • Client Advisor

    4 weeks ago

    Vancouver, Canada Tiffany & Co. Full time

    Based at Tiffany flagship Vancouver Store on Burrard, the **Client Advisor, Contact Center **holds the critical position of embodying the Tiffany brand in each and every client interaction. The Contact Centre Client Advisor is responsible for delivering luxury best-in-class client experience across multiple contact channels by listening to each client’s...

  • Contact Centre Agent

    3 weeks ago

    Vancouver, Canada Window Covering and Closet Installer Full time

    We are currently seeking a dedicated and customer-focused Contact Centre Agent to join our team on a part-time basis. As a Contact Centre Agent, you will play a vital role in providing exceptional customer service and support to our valued customers. **Responsibilities**: - Assist customers with product information, pricing, order status, and other...

  • Assistant to the Director

    1 day ago

    Vancouver, Canada Providence Healthcare Full time

    Salary The salary range for this position is CAD $24.76/Hr. - CAD $32.50/Hr. Summary The Centre for Heart Lung Innovation (HLI) under Providence Health Care and in collaboration with Providence Research is now hiring a permanent, full-time Assistant to the Director & Grants Coordinator to join their team. Reporting directly to the Director and the...

  • Executive Director

    4 weeks ago

    Vancouver, Canada Children's Hearing & Speech Centre of BC Full time

    Career Opportunity - Executive DirectorWho We AreChildren’s Hearing and Speech Centre of BC provides listening and spoken language programs and services to children who are deaf or hard of hearing and their families. In operation since 1963, we are the only listening and spoken language focused educational centre in Western Canada. Our dynamic,...