Director, Canada Retirement Contact Centre
Manulife • Montreal, 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 insights to ident...
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 insights to ident...