Director, Canada Retirement Contact Centre

Responsibilities

• Lead continuous improvement efforts to enhance service delivery and eliminate inefficiencies.
• Use data and performance insights to identify call trends, service gaps, and improvement opportunities.
• Apply strong problem‑solving, decision‑making, and conflict resolution skills in a fast‑paced, high‑volume environment.
• Foster a highly engaged team culture through recognition, collaboration, open communication, and a positive work environment.
• Partner with business leaders and Workforce Management to ensure effective staffing, forecasting, and contingency planning.
• Collaborate with global partners to maintain consistent service performance across all contact centre locations.
• Oversee scheduling, volume management, and service levels to ensure excellent and professional customer experience.
• Lead strategic initiatives, manage multi‑location performance, and strengthen operational effectiveness...