Director, Client Care Centre – Shared Services

Key Responsibilities

Strategic Leadership & Transformation:

• Leading the Contact Centre Strategy and transformation post-2024 technology implementation.
• Ensuring the contact centre has the necessary resources, tools, and technology to support business priorities.

Contact Centre Platform:

• Managing vendor relationships and providing leadership for system evolution and project delivery.
• Collaborating with technology teams to implement functionality that supports client care representatives.

Workforce Management:

• Optimizing schedules to balance workload with available resources, ensuring service level goals are met consistently.
• Handling daily and 30-60-90-day forecasting across all business lines.
• Training, Development, Audit, and Knowledge Management:
• Transforming training, support and coaching programs for Client Care Representatives (CCRs), including quality and audit feedback.
• Creating a comprehensive knowledge base strategy for each contact centre.

Reporting and Data Analytics:

• Collaborating with business and enterprise data teams to develop insights from contact centre operations.
• Utilizing these insights for workforce management, voice of client initiatives, and business priorities.

Continuous Improvement and Business/Process Design:

• Developing process design programs and act as the key business contact for enterprise-wide priorities (e.g., FTC, complaint handling).
• Working closely with each business line on continuous improvement, new product launches, and projects impacting CCRs.

Qualification & Requirements

• 5+ years leading a service-driven Contact Centre or Shared Services operation, preferably in financial services or insurance.
• Exceptional ability to build relationships and foster teamwork across multiple business lines.
• Strong knowledge of call centre technologies (CCaaS, UCaaS, WFM, IVR, etc.).
• Proven ability to lead, mentor, and motivate cross-functional teams.
• Excellent written and verbal communication skills.
• Ability to foster a collaborative environment and drive service quality and operational efficiency.
• Experience preparing and delivering presentations to various leadership teams.
• Ability to make recommendations and guide strategic programs.
• Develop, monitor, and analyze key performance indicators.
• Strong risk management and decision-making skills.
• Knowledge of training development and best practices.
• Excellent analysis, negotiation, and problem-solving skills.
• Experience in developing and implementing process improvements.
• Demonstrated client-centric mindset and experience in developing external partnerships.
• Implementer of best practices for continuous improvement.
• Strong organizational skills and attention to detail.

Benefits

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company’s pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration