Directeur Centre de Contact Retraite
Société Financière Manuvie • halifax, Canada
Role Description
Revolutionize customer experience as the Contact Centre Director for Manulife in Halifax, Nova Scotia. Lead a team of 200, driving exceptional performance and engagement.
In this pivotal leadership role, you'll oversee our Canadian Retirement Contact Centres, focusing on service excellence and cultural engagement. With around 125,000 customer contacts monthly, you will enhance delivery and efficiency using data insights. Your focus on a positive work environment will cultivate an engaged culture and enhance customer service.
Key Responsibilities:
• Lead continuous improvement initiatives for service efficiency
• Analyze call trends and service gaps for optimizations
• Resolve conflicts effectively in high-volume situations
• Foster open communication and recognition within teams
• Collaborate with leaders on staffing and performance
Requirements:
• Leadership experience in large contact centres
• Proven track record in organizational change
• Strong abi...
In this pivotal leadership role, you'll oversee our Canadian Retirement Contact Centres, focusing on service excellence and cultural engagement. With around 125,000 customer contacts monthly, you will enhance delivery and efficiency using data insights. Your focus on a positive work environment will cultivate an engaged culture and enhance customer service.
Key Responsibilities:
• Lead continuous improvement initiatives for service efficiency
• Analyze call trends and service gaps for optimizations
• Resolve conflicts effectively in high-volume situations
• Foster open communication and recognition within teams
• Collaborate with leaders on staffing and performance
Requirements:
• Leadership experience in large contact centres
• Proven track record in organizational change
• Strong abi...