Contact Center Operations Director
2 weeks ago
Momentum Financial Services Group is a leading provider of financial services in North America. With a retail network of over 400 locations, we offer access to cash and related products that help our customers achieve their goals.
As a visionary leader, you will develop and execute the overall strategy for our contact center operations. This pivotal role requires expertise in managing both in-house and BPO (Business Process Outsourcing) contact centers, as well as overseeing outbound sales and outreach campaigns. You will collaborate closely with cross-functional teams, including product, marketing, and technology, to improve customer experience and ensure operational readiness for organizational changes.
This is an exciting opportunity to lead our contact center team and drive business results. If you are a seasoned leader with a proven track record in managing contact center operations, we encourage you to apply.
Salary Estimate: $120,000 - $180,000 per annum based on location and experience.
Contact Center Operations Director RoleThe Contact Center Operations Director will be responsible for developing and implementing the overall strategy, leadership, and day-to-day management of MFSG's contact center operations. Key responsibilities include:
- Developing and executing a strategic vision for the contact center that aligns with MFSG's overall business objectives.
- Leading the optimization of in-house and outsourced contact center operations to maximize quality of service, operational efficiency, and customer experience.
- Managing 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).
- Managing vendor performance and relationships, ensuring that third-party service providers meet contractual obligations, performance standards, and service level agreements (SLAs).
- Regularly evaluating vendor performance, providing feedback, and implementing improvement plans as needed to optimize service delivery and maintain high-quality standards.
- Continuously evaluating and recommending new tools, platforms, and AI capabilities to enhance contact center performance and improve overall customer experience.
- Overseeing complaints and escalation management to ensure timely resolution of customer issues and enhance customer satisfaction.
- Ensuring agent and contact center readiness for organizational change, product launch, projects, and initiatives.
- Ensuring contact center processes and practices adhere to regulatory, legal, and compliance expectations.
To be successful in this role, you will need:
- 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.
- 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.
- Well-versed in contact center best practices and technology.
- Deep analytical capabilities – ability to forecast or interpret contact center volume projections.
- Strong relationship management skills.
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