AVP, Contact Center Transformation & AI Enablement

Korn Ferry; Toronto; On-site; CAD 180,000 - 260,000; Full time

Job summary

Korn Ferry seeks an Assistant Vice President to lead a cross-border transformation of contact center operations, blending workforce management, quality, and analytics. The role shapes an AI-enabled operating model to improve capacity, performance, and customer outcomes.

The candidate will oversee a large, distributed team, drive governance, and partner with senior leaders to translate insights into action and measurable improvements across operations and services.

Qualifications

• 15+ years of progressive experience in contact center operations, workforce management, or operational transformation.
• Proven track record leading large, multi-site teams and matrixed collaboration.
• Demonstrated success implementing technology-enabled change, automation, AI, or analytics in operations.
• Experience partnering with senior leaders across operations, technology, data, and transformation.

Responsibilities

• Define and execute multi-year transformation for high-volume service ops across locations and channels.
• Redesign operating models to leverage automation, AI, self-service, and analytics.
• Improve service levels, customer effort, productivity, quality, and costs through data-informed actions.
• Lead adoption of new capabilities ensuring service continuity and strong governance.

Skills

Leadership

Transformation

AI/Analytics

Workforce Management

Cross‑functional collaboration

Job description

Korn Ferry seeks an Assistant Vice President to lead a cross-border transformation of contact center operations, blending workforce management, quality, and analytics. The role shapes an AI-enabled operating model to improve capacity, performance, and customer outcomes.

The candidate will oversee a large, distributed team, drive governance, and partner with senior leaders to translate insights into action and measurable improvements across operations and services.