Director, Canada Retirement Contact Centre

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 identify call trends, service gaps, and improvement opportunities.

- Apply strong problem-solving, decision-making, and conflict resolution skills in a fast-paced, high-volume environment.

- Foster a highly engaged team culture through recognition, collaboration, open communication, and a positive work environment.

- Partner with business leaders and Workforce Management to ensure effective staffing, forecasting, and contingency planning.

- Collaborate with global partners to maintain consistent service performance across all contact centre locations.

- Oversee scheduling, volume management, and service levels to ensure excellent and professional customer experience.

- Lead strategic initiatives, manage multi-location performance, and strengthen operational effectiveness, efficiency, and risk management.

Qualifications:

- Proven leadership experience overseeing a large-scale, customer-facing contact centre operation, with accountability for service delivery, performance, and employee engagement.

- Demonstrated success leading organizational change and driving transformation initiatives within complex, high-volume service environments.

- Strong ability to influence and build credibility with employees, peers, and senior leaders across multiple levels of the organization.