Customer Care Team Manager
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As Manager, Customer Care Team, you will oversee day-to-day inbound support while advancing EDC’s digital-first, human-enabled service model. You will balance customer experience, employee experience, and operational performance across business lines.
Key Responsibilities: Lead, coach, and develop a bilingual customer care team
Optimize forecasting, scheduling, capacity, queues, and service levels
Improve satisfaction, loyalty, and first-contact resolution
Advance self-service, intelligent routing, automation, and AI capabilities
Use data to prioritize issues and improve performance
Requirements: Undergraduate degree or equivalent education and experience
At least seven years in contact centre or financial services operations
Expertise in queue, service-level, capacity, and quality management
Experience leading transformation, automation, or continuous improvement
Bilingual proficiency in English and French
Bring customer care leadership, operational expertise, and transformation experience to EDC’s bilingual service team.
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