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Operations Director, Customer Service

1 week ago

Halifax, Nova Scotia, Canada CIBC Full time
CIBC Sr. Director, Contact Centre Operational Support Services Job Description

This is an exciting opportunity to join our team as Sr. Director of Contact Centre Operational Support Services. In this role, you will be responsible for developing and leading a Contact Centre Analytics hub to generate insights that inform strategic direction and day-to-day decision-making.

About the Team:

  • Part of the Contact Centre Support & Optimization team.
  • Work closely with internal and external stakeholders.

Key Responsibilities:

  • Develop and lead a Contact Centre Analytics hub.
  • Analyze hand-off points between channels.
  • Lead a multidisciplinary team and foster a culture of innovation and continuous improvement.

Requirements:

  • Leadership experience in contact centre operations.
  • Knowledge of contact centre reporting, technologies, and operational management.
  • Innovative thinking and problem-solving skills.
  • Excellent communication and presentation skills.