Senior Quality and Service Delivery Director

2 days ago

Toronto, Ontario, Canada Resource Productivity and Recovery Authority Full time

We are seeking a highly skilled and experienced Senior Quality and Service Delivery Director to join our team at the Resource Productivity and Recovery Authority (RPRA). As a key member of our leadership team, you will be responsible for overseeing the intake, quality, and service delivery function of all call centre and customer service programs.

Job Summary:

The Senior Quality and Service Delivery Director will act as the primary workforce management analyst and provide leadership and guidance to the Compliance Support Officers. This role requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills.

Key Responsibilities:
  • Lead and oversee a dynamic team, fostering a collaborative environment to achieve individual and team key performance indicators (KPIs)
  • Support the relationship and day-to-day operations of our third-party inbound contact center partners
  • Work with internal and external partners to identify key opportunities, develop staff and budget planning
  • Monitor RPRA officers' behavior and adherence through standard Call Centre management applications and take action as needed under the guidance of the Compliance Team Managers
  • Investigate all escalations related to interactions by the compliance team and those handled by the third-party call centre and follow up as required

Reporting and Analysis: The Senior Quality and Service Delivery Director will also support the creation of effective training materials, go-to-market messaging, and execution campaigns to improve the customer experience. They will listen to registrant calls, identify opportunities and areas for improvement, and work with partners to develop talent and optimize results.

Salary: We offer a competitive salary range of $80,000 - $110,000 per year, commensurate with experience. In addition to a comprehensive benefits package, including health benefits, personal days, and three weeks of vacation, we also offer a hybrid work arrangement and support flexible work schedules.

Requirements: To be successful in this role, you will require a minimum of 3 years of Workforce Management experience in Call Centres, knowledge of Amazon Connect or similar Call Centre platform, and demonstrated background in training and coaching colleagues. You will also need to have strong communication and interpersonal skills, as well as the ability to analyze and synthesize information and produce appropriate reports.

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