Here's what we're looking for
The Director of Operations for the Customer Service Call Center will be instrumental in leading and optimizing the performance of our customer service operations. This high-impact role requires a visionary leader who is dedicated to delivering outstanding customer experiences, fostering a culture of excellence and continuous improvement, and achieving industry-leading results.
The Director will oversee the strategic and operational aspects of the call center, ensuring the team meets and exceeds customer satisfaction goals while adhering to the company's standards and objectives.
Your daily responsibilities
- Establishing achievable customer satisfaction goals, elevate the customer experience and ensure our customer review ratings are always best in class results;
- Ensure compliance with departmental policies and procedures to uphold high-quality service and operational efficiency;
- Oversee daily call center operations to ensure smooth and efficient service delivery;
- Develop and implement strategies to maximize recoveries and minimize losses;
- Support continuous improvement initiatives by identifying and implementing process enhancements;
- Handle escalated calls with professionalism and efficiency, addressing customer requests and transactions;
- Create and execute employee action plans to improve performance and maximize recoveries;
- Coach employees using advanced tools to help the department achieve its goals;
- Review and audit employee accounts and workflows, providing insights and recommendations for improvement;
- Prepare and format data and ad-hoc reports to manage employee performance scorecard;
- Provide monthly reporting on results as requested by the business;
- Act as an insolvency expert, handling recovery and debt settlement processes;
- Coordinate and manage third-party vendors, including bailiffs, auctions, dealers, lawyers, and agencies;
- Oversee training activities to ensure all staff have the necessary skills and knowledge;
- Conduct regular audits and manage risk to ensure compliance with internal controls and quality standards;
- Execute loss mitigation processes for the resolution of non-performing and high-risk accounts;
- Lead and manage projects to support operational goals and initiatives.
Your skills and experience
- A degree in Business Administration, Management, Communications, or a related field is typically required;
- Minimum of 10 years of experience in call center operations, with at least 5 years in a senior management or director role;
- Proven track record of managing large-scale call center operations and leading diverse teams;
- Experience in strategic planning and execution within a call center environment;
- Demonstrated experience in budgeting, financial planning, and cost management;
- Ability to analyze financial reports and make informed decisions to optimize operations;
- Strong analytical skills with the ability to assess and improve operational processes;
- Excellent problem-solving skills to address complex customer service issues;
- Ability to interact effectively with various stakeholders, including staff, vendors, and senior management;
- Strong knowledge of CRM systems and performance management tools;
- Ability to build and maintain effective relationships with internal and external stakeholders.
Perks and benefits
- Group Insurance (Health and Dental)
- Retirement Savings Plan (RSP)
- Virtual healthcare
- Employee Assistance Program (EAP)
- Hybrid - Office / remote (the team is in the office on Wednesdays)
- Additional Days off (Moving day, Birthday, 5 personal days)
- Health and Wellness Program
- Office perks: Event Coordinator responsible for social activities, 5-7, snacks provided, yoga and meditation room
- Paid subscription to training tools
- Benefits for public transportation (Bixi, Opus)
- Modern open plan office with pin pong, and pool table
- A friendly and relaxed working environment
