Directeur(trice), Centre de contact Retraite Canada
Company 1 - The Manufacturers Life Insurance Company • West End, Canada
Role Description
At the heart of our business is a commitment to delivering a seamless, end-to-end customer experience across business units and markets. Our Global Canadian Division Operations Team plays a critical role in driving business growth through service excellence, customer focus, and the strength of our global capabilities combined with deep local market expertise.
As our Contact Centre Director, you will lead our Canadian Retirement Contact Centres, a multi-location operation of approximately 200 employees handling more than 125,000 customer contacts each month. This is a unique opportunity to shape a high-performing, engaged culture where exceptional customer service and employee experience go hand in hand, while making a meaningful impact on our customers, teams, and business results.
Position Responsibilities:
Lead continuous improvement efforts to enhance service delivery and eliminate inefficiencies.
Use data and performance insigh...