Contact Center Strategy Director

1 day ago

Toronto, Ontario, Canada Momentum Financial Services Group Full time

Momentum Financial Services Group, a leading provider of financial services in North America, is seeking a highly skilled Contact Center Strategy Director to join our team.

About Us

We have been committed to providing financial solutions that meet the evolving needs of consumers and business owners for 40 years. Through our retail network of over 400 locations, we provide access to cash and related products to help our customers achieve their goals.

About the Role

The Contact Center Strategy Director will be responsible for developing and executing 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 our 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's performance and improve overall customer experience.
  • Oversee complaints and escalation management to ensure timely resolution of customer issues, enhance customer satisfaction.
Requirements:

To be successful in this role, you will need:

  • A 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) strongly preferred.
  • Experience in Canadian financial services space or alternative lending is considered an asset.
What We Offer:

We offer a competitive salary of approximately $120,000 per year, based on industry standards and location. In addition, we provide a comprehensive benefits package, including health, dental, and vision coverage, as well as a retirement savings plan.

The estimated salary may vary depending on the candidate's experience and qualifications.

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