Director, CX Experience — Canada-wide Contact Center

On Side Restoration Services Ltd.; Canada; Hybrid; CAD 110,000 - 130,000; Full time

Job summary

A leading restoration services provider is seeking a Director, National Customer Experience to oversee and lead the Contact Center's operations across Canada. This full-time position requires a strong leader with at least 4 years of experience managing high-performing teams, ideally in a call center environment. Candidates should possess excellent communication abilities, a collaborative mindset, and preferably bilingual in English and French. A competitive salary and comprehensive benefits package are offered.

Benefits

Employee assistance program

RRSP matching

Comprehensive health plan

Flexible hybrid work approach

Qualifications

• Minimum of 4 years of leadership experience in a call center.
• Experience in construction, restoration, or insurance is an asset.
• Willingness to travel across Canada.

Responsibilities

• Lead and manage the Contact Center operations across Canada.
• Collaborate with internal and external stakeholders。
• Develop key performance indicators and monitor reporting tools.

Skills

Proven leadership in a call center or equivalent environment

Strong track record of managing high-performing teams

Excellent communication skills

Collaborative and team-oriented mindset

Bilingualism in English and French

Education

Post-secondary education

Certified Call Center Manager (CCCM) designation

Job description

A leading restoration services provider is seeking a Director, National Customer Experience to oversee and lead the Contact Center's operations across Canada. This full-time position requires a strong leader with at least 4 years of experience managing high-performing teams, ideally in a call center environment. Candidates should possess excellent communication abilities, a collaborative mindset, and preferably bilingual in English and French. A competitive salary and comprehensive benefits package are offered.