Shape EDC’s digital-first customer service model with bilingual leadership and contact centre expertise. Work from Ottawa, Toronto, or Montreal under EDC’s hybrid mode.

This Manager, Customer Care Team role leads inbound support for customers and partners across digital navigation, billing, claims, credit, and product inquiries. You will strengthen service through standardized processes, data, and targeted automation.

Key Responsibilities: Build accountability, engagement, and talent pipelines

Manage workforce forecasting, scheduling, queues, and business continuity

Reduce customer effort and avoidable hand-offs

Strengthen self-service adoption, knowledge tools, and routing

Collaborate across EDC to resolve complex service issues

Requirements: Seven years of progressive contact centre or virtual banking experience

Solid command of operational performance and quality assurance

Transformation experience involving digital adoption or skills-based routing

Data-driven improvement of customer and employee outcomes

Robust change leadership and cross-functional communication

Use bilingual contact centre leadership and digital transformation skills to improve EDC customer and partner support.

📌 Bilingual Contact Centre Manager Toronto
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