Oversee Manulife's Canadian Retirement Contact Centres as the Director and deliver exceptional customer experiences. Lead a high-performing team to manage significant customer interactions.
This unique position involves managing around 200 employees in a hybrid work workplace, addressing over 125,000 customer contacts each month. Your expertise will help identify service gaps and implement improvements while nurturing a culture of engagement. Collaborate closely with business leaders to uphold service performance and operational efficiencies.
Key Responsibilities:
• Spearhead continuous enhancements in service delivery
• Analyze performance data to drive service improvements
• Develop an engaging team culture through recognition




• Manage volume and schedule for optimal customer interaction
• Direct the operational performance of multiple locations
Requirements:
• Demonstrated leadership in large-scale contact centre operations
• Proven track record in change management
• Solid influence skills with diverse teams
• Commitment to developing a supportive team workplace
• Bilingual capability in English and French is a plus
Lead the charge in improving customer service and team engagement at Manulife's Retirement Contact Centres.
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📌 Director For Retirement Contact Centre Operations Halifax Regional Municipality
🏢 Société Financière Manuvie
📍 Halifax Regional Municipality