Director for Retirement Contact Centre Operations

Manulife seeks an experienced Contact Centre Director to manage its Canadian Retirement Centres, enhancing customer service excellence through strong leadership. This role is operating in a hybrid format.
In this position, you’ll lead approximately 200 staff across multiple locations, handling over 125,000 customer contacts monthly. Your role will involve continuous service enhancement, utilizing performance data, and nurturing a positive workplace culture. Collaborating with global partners, you will ensure consistent service standards and operational excellence.
Key Responsibilities:
• Enhance service delivery through continuous improvement efforts
• Utilize data to identify service gaps and opportunities
• Cultivate a highly engaged team culture
• Collaborate with management on staffing and planning
• Oversee volume management and service level adherence
Requirements:
• Leadership experience in a large customer-facing contact centre
• Evidence of succes...