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 setting, 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 • Robust 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. #J-18808-Ljbffr

📌 Director For Retirement Contact Centre Operations Halifax Regional Municipality (Canada)
🏢 Société Financière Manuvie
📍 Canada