Director, Contact Center Operations

1 month ago

Toronto, Canada Momentum Financial Services Group_new Full time
Job Description

GENERAL FUNCTION

The Director, Contact Center Operations is responsible for developing and executing the overall strategy, leadership, and day-to-day management of MFSG’s contact center operations. This pivotal role requires a visionary leader with a proven track record in managing both in-house and BPO (Business Process Outsourcing) contact centers, as well as overseeing outbound sales and outreach campaigns. The Director will be instrumental in driving customer-centric initiatives that lead to enhanced customer satisfaction, loyalty, and measurable business outcomes. This role involves close collaboration with cross-functional teams, including product, marketing, and technology, to improve customer experience and ensure operational readiness for organizational changes.

DUTIES/RESPONSIBILITIES

  • Develop and implement strategic vision for the contact center that aligns with MFSG’s overall business objectives.
  • Lead the optimization of in-house and outsourced contact center operations to maximize quality of service, operational efficiency and customer experience
  • Manage 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)
  • Manage vendor performance and relationships, ensuring that third-party service providers meet contractual obligations, performance standards, and service level agreements (SLAs)
  • Regularly evaluate vendor performance, provide feedback, and implement improvement plans as needed to optimize service delivery and maintain high-quality standards
  • Act as the primary point of contact for vendor-related issues, negotiations, and escalations, ensuring seamless collaboration and resolution of any challenges.
  • Continuously evaluate and recommend new tools, platforms, and AI capabilities to enhance contact center’s performance and improve overall customer experience
  • Oversee complaints and escalation management to ensure timely resolution of customer issues, enhance customer satisfaction
  • Ensure agent and contact center readiness to organizational change, product launch, projects and initiatives
  • Foster a high-performing, customer-centric culture based on the key tenets of empathy, service excellence, collaboration and getting things done
  • Ensure contact center processes and practices adhere to regulatory, legal and compliance expectations
  • Serve as customer advocate with executive management; ensure that customer research findings and insights are understood, tracked and acted upon

 


Qualifications

EDUCATION

Bachelor's degree required and a graduate degree in business or operations is highly desirable

EXPERIENCE

  • 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

SKILLS

  • Strong financial acumen
  • Well versed in contact center best-practices and technology
  • Deep analytical capabilities – ability to forecast or interpret contact center volume projections
  • Ability to collaborate with peers to deliver on cross functional priorities
  • Strong relationship management skills
  • Strong leaderships skills, with the ability to build and grow a diverse team
  • Great communication skills – both written and verbal


Additional Information

All your information will be kept confidential according to EEO guidelines.

*Notice to Ontario Applicants – Momentum Financial Services Group is committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment, and selection process. If you are selected for an interview, please notify Momentum Financial Services Group if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, we will work with you to determine how to meet your needs.

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.

  • Contact Center Operations Director

    3 weeks ago

    Toronto, Ontario, Canada undisclosed Full time

    body {font-family: Arial, sans-serif;}Contact Center Operations DirectorUndisclosed seeks a seasoned executive to lead its Contact Center Operations team. As Contact Center Operations Director, you will drive strategic vision, leadership, and day-to-day management of the contact center operations. Your proven track record in managing in-house and BPO contact...

  • Contact Center Operations Director

    2 weeks ago

    Old Toronto, Canada Momentum Financial Services Group Full time

    About Momentum Financial Services GroupMomentum 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...

  • Director, Contact Center Operations

    3 weeks ago

    Toronto, Canada undisclosed Full time

    Job DescriptionGENERAL FUNCTIONThe Director, Contact Center Operations is responsible for developing and executing the overall strategy, leadership, and day-to-day management of MFSG’s contact center operations. This pivotal role requires a visionary leader with a proven track record in managing both in-house and BPO (Business Process Outsourcing) contact...

  • Director of Contact Center Operations

    1 month ago

    Old Toronto, Canada Momentum Financial Services Group Full time

    Momentum Financial Services Group is a leading provider of financial services in North America. Our company has a strong presence through our retail network of over 400 locations, offering access to cash and related products to help our customers achieve their goals.Job DescriptionKey ResponsibilitiesThe Director, Contact Center Operations will be...

  • Contact Center Operations Leadership Expert

    2 weeks ago

    Toronto, Ontario, Canada Momentum Financial Services Group_new Full time

    Director, Contact Center OperationsMomentum Financial Services Group_new seeks an exceptional Director, Contact Center Operations to spearhead our customer-centric initiatives and drive business results.About the RoleDevelop and execute a strategic vision for our contact center operations, aligning with our overall business objectives.Optimize in-house and...

  • Strategic Contact Center Director

    2 weeks ago

    Toronto, Ontario, Canada Momentum Financial Services Group_new Full time

    Momentum Financial Services Group_new is seeking an experienced Strategic Contact Center Director to lead our operations and drive business results. With over 15 years of proven track record in managing in-house and outsourced contact centers, this role requires a visionary leader who can develop and execute strategic plans to enhance customer satisfaction,...

  • Strategic Operations Manager

    2 weeks ago

    Old Toronto, Canada Momentum Financial Services Group_new Full time

    The Director, Contact Center Operations is a pivotal role at Momentum Financial Services Group_new. As a visionary leader, you will be responsible for developing and executing the overall strategy, leadership, and day-to-day management of our contact center operations.Key ResponsibilitiesLead the optimization of in-house and outsourced contact center...

  • Contact Center Operations Manager

    2 days ago

    Old Toronto, Canada Momentum Financial Services Group_new Full time

    Momentum Financial Services Group is committed to delivering exceptional customer experience through its contact center operations. As a key member of our team, the Contact Center Operations Manager will play a pivotal role in leading the development and execution of our overall strategy, leadership, and day-to-day management of our contact center...

  • Business Analyst with Contact Center

    6 months ago

    Toronto, Canada Virtusa Full time

    Good BA Experience with knowledge of Contact Center is mandatory - Experience in working directly with clients on Contact Center Analytics use cases - Contact Center Experience: Working knowledge in contact center operations/ products and business processes. - Conduct requirement gathering sessions with Line of Business and 'understand' IVR Requirements. -...

  • Ba with Contact Center Exp

    6 months ago

    Toronto, Canada Synkriom Technology Pvt. Ltd. Full time

    Good BA Experience with knowledge of Contact Center is mandatory - Experience in working directly with clients on Contact Center Analytics use cases - Contact Center Experience: Working knowledge in contact center operations/ products and business processes. - Conduct requirement gathering sessions with Line of Business and 'understand' IVR Requirements. -...

  • Director, Analysis

    2 weeks ago

    Old Toronto, Canada Director File Full time

    Reporting to the Senior Director of Threat Intelligence, you will be responsible for intelligence collection, analysis, and production. You will be assessing trends and providing recommendations to support end-users across the enterprise.Skills:Experience working within Threat Intelligence. A background in a Security Operations Center is nice to...

  • Contact Center Technologies Specialist

    4 weeks ago

    Toronto, Ontario, Canada Scotiabank Full time

    About the Role:In this exciting position at Scotiabank, you will have the opportunity to work with cutting-edge Contact Center technologies to drive customer experience and innovation. As a Contact Center Technologies Specialist, you will be responsible for designing, implementing, and maintaining Contact Center solutions that meet the evolving needs of our...

  • Contact Center Solutions Specialist

    2 weeks ago

    Toronto, Ontario, Canada Scotiabank Full time

    Contact Center Technologies Specialist Job DescriptionAs a Contact Center Technologies Specialist at Scotiabank, you will be responsible for managing, designing, supporting, deploying, and interconnecting various Contact Center technologies at an enterprise scale.Key Responsibilities:Provide 1st and 2nd level support for troubleshooting and resolution of...

  • Senior Operations Analyst for Contact Center Optimization

    4 weeks ago

    Toronto, Ontario, Canada Fairstone Bank Full time

    At Fairstone, we strive for excellence in customer service and efficiency in our operations. We're seeking a skilled Senior Operations Analyst to optimize our contact center's performance.Key Responsibilities:Conduct in-depth analysis of call center operations to identify areas for improvement.Develop and implement data-driven solutions to enhance quality...

  • Senior Analyst, Contact Center Workforce Management

    3 months ago

    Toronto, Canada Fairstone Bank Full time

    At Fairstone, our culture is built on strong values and leadership principles that define the expectations we have for working together and with our customers. We help Canadians find the right solution to meet their needs with a variety of products and services. Our values and principles guide the actions we take to ensure our customers get the best...

  • Strategic Contact Center Architect

    1 month ago

    Toronto, Ontario, Canada Miratech Full time

    Enterprise Architect RoleWe are seeking an experienced Enterprise Architect to lead the design and development of application systems across all technologies and platforms in the Contact Center Ecosystem.Key Responsibilities:Develop and implement strategic architecture plans to support business growth and optimization.Provide technical leadership and...

  • Director, Contact Centre

    6 months ago

    Toronto, Canada Legal Aid Ontario Full time

    **Company Bio** Legal Aid Ontario employees are committed to making a difference in the lives of our clients. As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law. If...

  • Contact Center Technologies Specialist, Scotiabank

    6 months ago

    Toronto, Canada Scotiabank Full time

    Requisition ID: 199253 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **Is this role right for you? In this role you will**: - Attention to requirements for the execution of Moves, Adds and Changes (MACD’s) as well as enabling/modifying new or existing functionalities, and integrating with new...

  • Contact Center Infrastructure Solutions Specialist

    2 weeks ago

    Toronto, Ontario, Canada Scotiabank Full time

    About ScotiabankScotiabank is a leading bank in the Americas, committed to helping customers achieve success through various advice, products, and services.About the RoleThis role offers a unique opportunity to work with cutting-edge Contact Center technologies, driving innovation and excellence in customer service. As a Contact Center Infrastructure...

  • Vendor Manager, Contact Center Sales

    2 days ago

    Toronto, Canada Canada Goose Full time

    **Location**: Toronto Address: 100 Queens Quay East Toronto, Ontario M5E 1V3 Canada Job Title: Vendor Manager, Contact Center Sales & Support Operations Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire...