Contact Centre Director at Manulife

Lead the Canadian Retirement Contact Centres for Manulife, ensuring top-notch service delivery and employee engagement in a hybrid work model. This role emphasizes leadership and strategic initiatives.
As the Contact Centre Director, you will oversee a multi-location operation of about 200 employees, managing over 125,000 customer interactions monthly. Your focus will be on continuous improvement, leveraging data insights, and fostering an engaged workplace culture. Building relationships with business leaders and enhancing operational efficiency are key to your success.
Key Responsibilities:
• Drive service delivery improvements and resolve inefficiencies
• Analyze data to identify customer service trends
• Foster an engaged team through recognition and collaboration
• Partner for effective staffing and contingency planning
• Oversee contact centre performance across locations
Requirements:
• Proven leadership in large-scale customer service operations
• ...

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