Director - B2C Contact Centre

2 weeks ago

Vancouver, Canada Innivec Full time

We are a forward-thinking company that prioritizes innovation, diversity, and a positive workplace culture. As we continue to expand our operations in Canada, we're seeking a dynamic and experienced Director, B2C Contact Centre. This role is pivotal in shaping our organizational environment, ensuring our teams are engaged, diverse, and aligned with our core values and objectives.

**Key Responsibilities**:

- **Strategic Leadership**:Develop and implement a comprehensive strategy for the B2C contact centre that aligns with Innivec’s overall business objectives and enhances the customer journey.
- **Team Management**: Lead, mentor, and inspire a diverse team of contact centre professionals, fostering a culture of excellence, accountability, and continuous improvement.
- **Performance Optimization**: Monitor key performance indicators (KPIs) and metrics to evaluate contact centre performance; implement necessary changes to improve efficiency, effectiveness, and customer satisfaction.
- **Customer Experience**: Champion a customer-first approach, ensuring that the contact centre delivers exceptional service and addresses customer needs promptly and effectively.
- **Technology Integration**:Oversee the implementation and optimization of contact centre technologies and tools to enhance operational efficiency and support remote and on-site teams.
- **Budget Management**:Develop and manage the contact centre budget, ensuring effective allocation of resources to meet operational goals while maximizing cost efficiency.
- **Cross-Department Collaboration**:Work closely with other departments, including Marketing, Sales, and Product Development, to ensure a cohesive approach to customer service and satisfaction.
- **Reporting & Analysis**:Prepare and present regular reports on contact centre performance, customer feedback, and operational trends to senior management.
- **Compliance & Best Practices**: Ensure compliance with industry regulations and company policies; advocate for and implement best practices in contact centre operations.

**Qualifications**:

- Bachelor’s degree in Business Administration, Communications, or a related field; Master’s degree preferred.
- 7+ years of experience in customer service or contact centre operations, with at least 3 years in a leadership role.
- Proven track record of improving customer satisfaction and operational efficiency in a B2C environment.
- Strong analytical skills and experience with data-driven decision-making.
- Excellent communication, interpersonal, and leadership abilities.
- Proficiency with contact centre technologies and CRM systems.
- Strong organizational skills with the ability to manage multiple priorities effectively

Pay: $85,000.00-$110,000.00 per year

Work Location: In person

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