Customer Experience Director

2 weeks ago

Toronto, Ontario, Canada OLG Full time
Director Customer Care Job Description

Job Summary:

OLG is seeking a visionary Director of Customer Care to lead the development and implementation of innovative training programs, quality assurance processes, and customer experience enhancements in our Contact Centre. As a key member of our Shared Services team, you will be responsible for strategy creation, implementation, and sustaining quality standards that drive performance across the Centre while fostering a culture of continuous improvement.

Key Responsibilities:

  • Establish and lead the development of the Customer Care customer experience and employee lifecycle strategy
  • Develop the overall employee journey for Customer Care through hiring, training, knowledge management, and quality
  • Collaborate with cross-functional teams to create and align training and customer experience initiatives with strategic objectives
  • Lead a group of managers, consultants, specialists, and coordinators in their day-to-day operations and develop their skills and capabilities through continuous performance evaluation, mentoring, and coaching
  • Support the launch of key projects and initiatives across the organization with thought leadership
  • Lead the development and execution of training programs for contact center staff (front line and management)
  • Establish clear learning objectives and performance metrics to evaluate effectiveness of training programs
  • Leverage industry best practices and innovative training methodologies to create engaging and impactful learning experiences
  • Analyze training data and feedback to identify trends, gaps, and areas for improvement
  • Ensure training programs comply with industry regulations and organizational policies
  • Develop and implement a comprehensive quality assurance and customer experience strategy to enhance service delivery and operational efficiency in the contact center
  • Establish and uphold quality assurance standards across all customer touchpoints
  • Work with the team to analyze customer feedback and operational metrics to identify and implement service improvements
  • Develop and implement a knowledge management strategy that promotes the effective sharing and access of resource materials
  • Create performance metrics to assess the effectiveness and impact of knowledge management initiatives
  • Assist in change management initiatives by leveraging knowledge management systems to facilitate smooth transitions
  • Collaborate with cross-functional teams to create and align training and customer experience initiatives with strategic objectives
  • Develop, track, and report key performance indicators related to training effectiveness and customer satisfaction
  • Provide coaching and support to Managers and Operational Leaders to identify and implement service improvements
  • Foster a culture of continuous improvement through regular training needs assessments and feedback loops
  • Understand corporate policies and procedures and ensure the department is compliant with regards to OLG licensing, signed contracts, and others
  • Develop and provide technical knowledge on OLG technology and tools to serve as an advisor

Requirements:

  • Minimum 10 years of experience leading the planning and delivery of customer-centric operational activities in a complex Contact Centre environment, including continuous improvement, innovation, analytics, and transformation initiatives
  • 5+ years of progressive leadership experience
  • Proven experience in developing effective training programs and quality assurance processes
  • Experience in public sector regulatory agencies and/or understanding of gaming, entertainment, or similar industry (preferred)
  • Experience with AI analytics is an asset

What We Offer:

  • Part of a bigger picture: socially responsible company that gives back all its profits to the province and people of Ontario
  • Flexible work environment to help balance both work and life
  • You matter: family-friendly work practices and hybrid work
  • Freedom to innovate: supports new and better ways to be successful
  • Be your authentic self: environment that values diversity as a source of strength
  • Learning galore: 24-7 access to robust online learning programs
  • Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
  • Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

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