Lead customer interactions as the Contact Centre Director at Manulife in Halifax, Nova Scotia. Oversee a thriving team focused on service excellence and employee engagement.
In this pivotal leadership role, you will manage a high-volume customer-facing operation while cultivating an environment that emphasizes performance and employee satisfaction. Utilize data analysis to identify service improvement opportunities across Canadian Retirement Contact Centres. Your role will involve collaboration and communication to ensure optimum operational efficiency.
Key Responsibilities:
• Drive continuous improvement in service delivery and operational efficiency
• Analyze performance data to identify call trends and service gaps
• Foster an engaged team through clear communication strategies




• Coordinate staffing and forecasting with Workforce Management
• Implement strategic initiatives for enhanced operational effectiveness
Requirements:
• Extensive experience in managing contact centre operations
• Proven success in organizational change management
• Solid influencing capabilities across all organizational levels
• Experience managing remote and offshore teams
• Bilingual in English and French required for Québec applicants
Elevate customer experience and team performance in this influential role at Manulife.
#J-18808-Ljbffr

📌 Contact Centre Director at Manulife (Halifax Regional Municipality)
🏢 Bilinguallink
📍 Halifax Regional Municipality