Lead continuous improvement efforts to enhance service delivery and eliminate inefficiencies
Use data and performance insights to identify call trends, service gaps, and improvement opportunities
Apply strong problem-solving, decision-making, and conflict resolution skills
Foster a highly engaged team culture through recognition, collaboration, and open communication
Partner with business leaders and Workforce Management for effective staffing and planning
Collaborate with global partners to maintain consistent service performance
Oversee scheduling, volume management, and service levels for excellent customer experience
Lead strategic initiatives, manage multi-location performance, and strengthen operational effectiveness

Proven leadership experience overseeing a large-scale, customer-facing contact centre operation
Demonstrated success leading organizational change and driving transformation initiatives
Strong ability to influence and build credibility with employees, peers, and senior leaders
Proven people leadership capability, with a strong commitment to developing, coaching, and supporting teams
Bilingualism in English and French is a strong asset

Health, dental, mental health, vision insurance
Short
and long-term disability insurance
Life and AD&D insurance coverage
Adoption/surrogacy and wellness benefits
Employee/family assistance plans
Various retirement savings plans (including pension and global share ownership plan with employer matching)
Financial education and counseling resources
Generous paid time off program including holidays, vacation, personal, and sick days
Full range of statutory leaves of absence

Director – Canada Retirement Contact Centre

Key skills