Lead EDC’s bilingual Customer Care Team using workforce management and data to improve service delivery. This permanent role follows a hybrid mode.

As Manager, Customer Care Team, you will oversee day-to-day inbound support while advancing EDC’s digital-first, human-enabled service model. You will balance customer experience, employee experience, and operational performance across business lines.

Key Responsibilities:

- Lead, coach, and develop a bilingual customer care team
- Optimize forecasting, scheduling, capacity, queues, and service levels
- Improve satisfaction, loyalty, and first-contact resolution
- Advance self-service, intelligent routing, automation, and AI capabilities
- Use data to prioritize issues and improve performance

Requirements:

- Undergraduate degree or equivalent education and experience
- At least seven years in contact centre or financial services operations
- Expertise in queue, service-level, capacity, and quality management
- Experience leading transformation, automation, or continuous improvement
- Bilingual proficiency in English and French

Bring customer care leadership, operational expertise, and transformation experience to EDC’s bilingual service team.

📌 Customer Care Team Manager (Montreal)
🏢 Export Development Canada | Exportation et développement Canada
📍 Montreal