Director, Contact Center Operations

Element Fleet Management; Mississauga; On-site; CAD 111,000 - 153,000; Full time

Job summary

Join a forward-thinking company as a Director of Contact Center Operations, where your leadership will shape the future of fleet management. This role focuses on enhancing customer experiences through strategic leadership, operational excellence, and digital transformation. You will manage a dedicated team, drive performance improvements, and implement innovative self-service solutions. Be part of a culture that values diversity, empowers employees, and fosters continuous improvement. If you are passionate about delivering exceptional service and making a real impact, this opportunity is perfect for you.

Benefits

Comprehensive health and welfare benefits

Paid time-off programs

Culture of innovation and accountability

Qualifications

• 5+ years of leadership experience in a high-volume contact center.
• Proven track record in implementing digital solutions.

Responsibilities

• Supervise a team of 6-10 Supervisors in Driver Care operations.
• Define and track KPIs for service delivery and performance.

Skills

Leadership

Team Building

Digital Transformation

Analytical Skills

Customer-Centric Mindset

Education

Bachelor’s degree in business or communications

MBA or similar advanced degree

Tools

Contact Center Tools (ACD, CRM, WFM)

Job description

Get started on an exciting career at Element!

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

What We Need

We are looking for a Director, Contact Center Operations to join Element Fleet Management. As the largest pure-play fleet manager in the world, we provide unmatched products and services and solutions to our clients.

At Element, employees play a critical role in delivering value to customers and ensuring an exceptional client experience. We are committed to the success of our clients, employees, and investors by fostering a culture where every employee can make a difference!

Are You:

• An individual with demonstrated success in translating organizational objectives into tactical plans, balancing quality, cost, and efficiency?

• Someone with demonstrated success in leadership and team building?

As the Director, Contact Center Operations, you will provide strategic leadership for two key service lines—Driver Customer Care and Accident First Notice of Loss—through the management of approximately 6–10 Supervisors. This role ensures superior service-level performance, high driver satisfaction (as measured by CSAT or NPS), and cost-effective operations by leveraging best practices in workforce management, technology, and process optimization. A central focus is the expansion of chat and digital self-service solutions to decrease call volume, improve efficiencies, and elevate the overall driver experience.

A Day in the Life

Strategic Leadership & People Management

• Supervise and mentor a team of 6–10 Supervisors, each overseeing frontline contact center agents in Driver Care and First Notice of Loss operations

• Set performance targets (e.g., service level, quality, productivity) and monitor supervisor effectiveness through data-driven reviews, feedback loops, and continuous coaching

• Foster a high-performing culture by encouraging professional development, promoting recognition programs, and maintaining a supportive work environment that values diversity and inclusion

• Align team objectives with broader corporate goals, ensuring a clear understanding of strategic priorities and cultivating a shared vision for success

• Drive employee engagement by implementing action plans based on feedback, regularly communicating updates, and celebrating achievements

Operational Excellence & Service Delivery

• Define and track key performance indicators (KPIs)—including average handle time, first-call resolution, call abandonment, and driver satisfaction—ensuring alignment with organizational standards

• Oversee daily operations of Driver Customer Care and Accident First Notice of Loss, reviewing call flows, quality audits, and process adherence for consistent service delivery

• Implement robust training programs for supervisors and agents, emphasizing compliance with industry regulations, corporate policies, and data security requirements

• Establish escalation procedures for complex or high-impact driver inquiries, ensuring timely resolution and minimal service disruption

• Use data analytics to identify trends, forecast demand, and guide resource allocation for peak volume periods

Digital Transformation & Self-Service Expansion

• Champion chat and chatbot solutions, collaborating with IT, Product, and third-party vendors to introduce or enhance digital contact channels

• Prioritize self-service initiatives, including IVR enhancements, online portals, and mobile apps, to enable quick, reliable driver support without agent involvement

• Measure ROI on digital tools, analyzing adoption rates, cost savings, and user feedback to drive continuous improvements

• Stay informed of industry innovations and emerging contact center technologies, positioning the organization to adopt leading-edge solutions for driver engagement

Cross-Functional Collaboration & Continuous Improvement

• Partner with internal stakeholders—Maintenance, Claims, Customer Experience, QA—to share insights, streamline workflows, and align on driver-centric strategies

• Lead process improvement efforts, using root-cause analysis to reduce repeat calls, eliminate bottlenecks, and enhance service consistency

• Actively participate in pilot programs and new product launches, ensuring the contact center is prepared to support changes and gather meaningful feedback

• Develop performance dashboards for executive visibility, highlighting trends, successes, and areas requiring additional focus or resources

Requirements

• Bachelor’s degree in business, communications, or a related field; an advanced degree (MBA or similar) is a plus

• 5+ years of progressive leadership experience in a high-volume contact center, including driving improvements in service metrics and workforce engagement

• Proven track record of implementing digital solutions (e.g., chat, chatbot, self-service portals) and managing technology partners

• Demonstrated expertise in analytics, forecasting, and workforce management, preferably with contact center tools (ACD, CRM, WFM platforms)

Knowledge & Competencies

• Leadership & Team Building: Skilled in developing and motivating supervisors and frontline staff, creating a cohesive culture of accountability and excellence

• Strategic & Operational Acumen: Strong capability in translating organizational objectives into tactical plans, balancing quality, cost, and efficiency

• Digital Transformation: Knowledgeable about emerging trends and best practices in chat, automation, and self-service; adept at managing deployment and adoption

• Analytical & Data-Driven: Comfortable analyzing performance metrics to make informed decisions and drive continuous improvement

• Collaboration & Communication: Builds effective partnerships with cross-functional teams and communicates complex ideas clearly to varied audiences

• Customer-Centric Mindset: Focused on delivering superior driver experiences, measuring satisfaction, and proactively resolving service challenges

• Adaptability & Problem-Solving: Responds calmly to shifting priorities, uses critical thinking to resolve complex issues, and fosters a solutions-oriented environment

The hiring base salary range for this position is $111,100 - $152,800 annually. Actual compensation within this range will be dependent upon the individual’s knowledge, skills, experience, equity with other team members, and alignment with market data. Please note that the disclosed salary range is solely for candidates hired to perform work within this geographic location. Candidates hired to work in other locations will be subject to the pay range associated with that location.

What’s in it for You

• A culture of innovation, empowerment, decision-making, and accountability

• Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness (for qualified roles)

• Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays) (for qualified roles)

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans’ status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to [e-mail] or call [phone].