Director of Contact Center Operations

4 weeks ago

Toronto, Ontario, Canada Momentum Financial Services Group_new Full time

Job Title: Director of Contact Center Operations

Job Summary:

Momentum Financial Services Group_new is seeking a highly skilled and experienced Director of Contact Center Operations to lead the development and execution of the overall strategy, leadership, and day-to-day management of our 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.

Key Responsibilities:

  • Develop and implement strategic vision for the contact center that aligns with Momentum Financial Services Group_new's overall business objectives.
  • Lead the optimization of in-house and outsourced contact center operations to maximize quality of service, operational efficiency, and customer experience.
  • 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).
  • Manage vendor performance and relationships, ensuring that third-party service providers meet contractual obligations, performance standards, and service level agreements (SLAs).
  • Regularly evaluate vendor performance, provide feedback, and implement improvement plans as needed to optimize service delivery and maintain high-quality standards.
  • Act as the primary point of contact for vendor-related issues, negotiations, and escalations, ensuring seamless collaboration and resolution of any challenges.
  • Continuously evaluate and recommend new tools, platforms, and AI capabilities to enhance contact center performance and improve overall customer experience.
  • Oversee complaints and escalation management to ensure timely resolution of customer issues and enhance customer satisfaction.
  • Ensure agent and contact center readiness to organizational change, product launch, projects, and initiatives.
  • Foster a high-performing, customer-centric culture based on the key tenets of empathy, service excellence, collaboration, and getting things done.
  • Ensure contact center processes and practices adhere to regulatory, legal, and compliance expectations.
  • Serve as customer advocate with executive management, ensuring that customer research findings and insights are understood, tracked, and acted upon.

Requirements:

  • Bachelor's degree required, and a graduate degree in business or operations is highly desirable.
  • 15+ years of proven track record leading in-house and outsourced omni-channel contact center teams.
  • Familiarity with contact center technologies (e.g., CCaaS, Gen AI, Chat-bots) is strongly preferred.
  • Experience in Canadian financial services space or alternative lending is considered an asset.
  • Proven ability to lead and execute contact center and customer experience initiatives driving business results.
  • Experience planning and executing proactive contact center outbound campaigns and sales strategies.

Skills:

  • Strong financial acumen.
  • Well-versed in contact center best-practices and technology.
  • Deep analytical capabilities – ability to forecast or interpret contact center volume projections.
  • Ability to collaborate with peers to deliver on cross-functional priorities.
  • Strong relationship management skills.
  • Strong leadership skills, with the ability to build and grow a diverse team.
  • 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_new 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_new 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.

  • Contact Center Operations Director

    2 weeks ago

    Toronto, Ontario, Canada undisclosed Full time

    body {font-family: Arial, sans-serif;}Contact Center Operations DirectorUndisclosed seeks a seasoned executive to lead its Contact Center Operations team. As Contact Center Operations Director, you will drive strategic vision, leadership, and day-to-day management of the contact center operations. Your proven track record in managing in-house and BPO contact...

  • Director of Contact Center Operations

    4 weeks ago

    Toronto, Ontario, Canada Momentum Financial Services Group_new Full time

    Job Title: Director of Contact Center OperationsJob Summary:Momentum Financial Services Group_new is seeking a highly skilled Director of Contact Center Operations to lead the development and execution of the overall strategy for our contact center operations. The ideal candidate will have a proven track record in managing both in-house and outsourced...

  • Director of Contact Center Operations

    4 weeks ago

    Toronto, Ontario, Canada Momentum Financial Services Group_new Full time

    Job Title: Director, Contact Center OperationsJob Summary:Momentum Financial Services Group_new is seeking a seasoned Director to lead its contact center operations. The ideal candidate will have a proven track record in managing in-house and outsourced contact centers, with a focus on customer-centric initiatives and business outcomes.Key...

  • Contact Center Operations Leadership Expert

    2 weeks ago

    Toronto, Ontario, Canada Momentum Financial Services Group_new Full time

    Director, Contact Center OperationsMomentum Financial Services Group_new seeks an exceptional Director, Contact Center Operations to spearhead our customer-centric initiatives and drive business results.About the RoleDevelop and execute a strategic vision for our contact center operations, aligning with our overall business objectives.Optimize in-house and...

  • Strategic Contact Center Director

    6 days ago

    Toronto, Ontario, Canada Momentum Financial Services Group_new Full time

    Momentum Financial Services Group_new is seeking an experienced Strategic Contact Center Director to lead our operations and drive business results. With over 15 years of proven track record in managing in-house and outsourced contact centers, this role requires a visionary leader who can develop and execute strategic plans to enhance customer satisfaction,...

  • Contact Center Technologies Specialist

    3 weeks ago

    Toronto, Ontario, Canada Scotiabank Full time

    About the Role:In this exciting position at Scotiabank, you will have the opportunity to work with cutting-edge Contact Center technologies to drive customer experience and innovation. As a Contact Center Technologies Specialist, you will be responsible for designing, implementing, and maintaining Contact Center solutions that meet the evolving needs of our...

  • Contact Center Technologies Specialist

    1 month ago

    Toronto, Ontario, Canada Scotiabank Full time

    Job DescriptionAre you a technical expert with a passion for Contact Center technologies? Do you have experience with Avaya and CCaaS solutions? We're looking for a skilled professional to join our team at Scotiabank as a Contact Center Technologies Specialist.Key ResponsibilitiesProvide 1st and 2nd Level support for troubleshooting and resolution of...

  • Contact Center Solutions Specialist

    2 weeks ago

    Toronto, Ontario, Canada Scotiabank Full time

    Contact Center Technologies Specialist Job DescriptionAs a Contact Center Technologies Specialist at Scotiabank, you will be responsible for managing, designing, supporting, deploying, and interconnecting various Contact Center technologies at an enterprise scale.Key Responsibilities:Provide 1st and 2nd level support for troubleshooting and resolution of...

  • Senior Operations Analyst for Contact Center Optimization

    3 weeks ago

    Toronto, Ontario, Canada Fairstone Bank Full time

    At Fairstone, we strive for excellence in customer service and efficiency in our operations. We're seeking a skilled Senior Operations Analyst to optimize our contact center's performance.Key Responsibilities:Conduct in-depth analysis of call center operations to identify areas for improvement.Develop and implement data-driven solutions to enhance quality...

  • Contact Center Representative

    1 month ago

    Toronto, Ontario, Canada CIBC Full time

    About CIBCCIBC is a leading financial institution dedicated to helping our clients, employees, and shareholders achieve their goals. Our business culture is built on three core values: Trust, Teamwork, and Accountability. We strive to create a work environment that is inclusive, diverse, and committed to excellence.Job OverviewWe are seeking a highly...

  • Contact Center Technologies Specialist

    4 weeks ago

    Toronto, Ontario, Canada Scotiabank Full time

    Contact Center Technologies SpecialistScotiabank's Global Technology Solutions' (GTS) - Contact Centre (CC) Engineering is responsible for the deployment of new projects including engineering, implementation, documentation, and 2nd level support for the different CC solutions in Canada & the Caribbean region. We are responsible for supporting and deploying...

  • Strategic Contact Center Architect

    4 weeks ago

    Toronto, Ontario, Canada Miratech Full time

    Enterprise Architect RoleWe are seeking an experienced Enterprise Architect to lead the design and development of application systems across all technologies and platforms in the Contact Center Ecosystem.Key Responsibilities:Develop and implement strategic architecture plans to support business growth and optimization.Provide technical leadership and...

  • Senior Analyst, Contact Center Workforce Optimization

    1 month ago

    Toronto, Ontario, Canada Fairstone Bank Full time

    At Fairstone, we're committed to delivering exceptional customer experiences. As a Senior Analyst, Contact Center Workforce Optimization, you'll play a critical role in ensuring our contact center operations run smoothly and efficiently.Key Responsibilities:Conduct in-depth analysis of contact center performance to identify areas for improvement.Develop and...

  • AWS Cloud Contact Center Developer

    4 weeks ago

    Toronto, Ontario, Canada Software International Full time

    Software International is seeking a highly skilled AWS Cloud Contact Center Developer to join our team. As a key member of our team, you will be responsible for designing and implementing cloud-based contact center solutions using Amazon Connect.Key Responsibilities:Develop Amazon Connect contact flows using Dynamo DB, Lex Bots, and API Gateway.Design and...

  • Contact Center Infrastructure Solutions Specialist

    6 days ago

    Toronto, Ontario, Canada Scotiabank Full time

    About ScotiabankScotiabank is a leading bank in the Americas, committed to helping customers achieve success through various advice, products, and services.About the RoleThis role offers a unique opportunity to work with cutting-edge Contact Center technologies, driving innovation and excellence in customer service. As a Contact Center Infrastructure...

  • Center Director

    6 days ago

    Toronto, Ontario, Canada Kids & Company Full time

    We are seeking a highly skilled and experienced leader to serve as the Center Director of our childcare center. As a key member of our team, you will oversee the day-to-day operations of the center, ensuring that all children receive high-quality care and services.About UsKids & Company is a leading provider of primary and backup childcare services. Our...

  • Executive Director Position

    1 month ago

    Old Toronto, Ontario, Canada Director File Full time

    Executive Director OpportunityWe are seeking a visionary leader to co-lead Canada's largest professional theatre for young audiences. As Executive Director, you will be responsible for collaborating with the Artistic Director to inspire and promote a collaborative theatre spirit amongst staff, volunteers, and the artistic community.Key...

  • Contact Center Technologies Specialist, Expert in Deployment and Support

    4 weeks ago

    Toronto, Ontario, Canada Scotiabank Full time

    About the RoleWe are seeking a highly skilled Contact Center Technologies Specialist to join our team at Scotiabank. As a key member of our Global Technology Solutions' Contact Centre (CC) Engineering team, you will be responsible for the deployment and support of various Contact Center technologies at an enterprise scale.Key ResponsibilitiesProvide 1st and...

  • Senior Software Engineer, Contact Center Solutions,

    2 weeks ago

    Toronto, Ontario, Canada Scotiabank Full time

    About the RoleWe are seeking an experienced Senior Software Engineer to join our eContact team in Toronto. In this role, you will be responsible for developing and supporting contact center applications and related technologies.Our ideal candidate has 5-10 years of experience with Java development in an enterprise environment and is familiar with contact...

  • Technical Lead

    6 days ago

    Toronto, Ontario, Canada Wayfair Full time

    About the RoleWayfair is seeking an experienced Technical Lead to oversee the development and implementation of our Contact Center Voice Solutions. This key position will lead a team of engineers in designing, deploying, and maintaining our Genesys Cloud platform, ensuring seamless customer experiences across our global operations.Key...