Director, Enterprise Contact Center & Digital Experience

GreenShield; Windsor; On-site; CAD 140,000 - 190,000; Full time

Job summary

GreenShield, a national non-profit health care and insurance organization, is seeking a Director, Enterprise Service in Windsor, Ontario. The role leads the enterprise contact centre to deliver a digital-first, high-quality experience for members, providers and clients across lines of business.

Reporting to the Vice President, Enterprise Service, you will optimize people, processes, technology and capacity, drive automation and AI-enabled workflows, and build an engaged leadership culture across

Qualifications

• Significant leadership experience in a large-scale contact centre.
• Experience leading managers and large frontline teams.
• Strong budgeting, capacity planning and forecasting skills.
• Change management and governance experience.
• Ability to translate strategy into a multi-year roadmap with AI.
• Excellent stakeholder management and communication.

Responsibilities

• Lead the enterprise contact centre to deliver digital-first service.
• Drive automation, process optimization and AI-enabled workflows.
• Collaborate with Enterprise Service leaders to optimize capacity.
• Coach and develop manager-level leaders and teams.

Skills

Leadership

Contact centre

Budgeting

Change management

AI enablement

Stakeholder mgmt

Education

Bachelor's degree in Business Administration

Tools

Microsoft Dynamics 365 CRM

NICE telephony

Job description

GreenShield, a national non-profit health care and insurance organization, is seeking a Director, Enterprise Service in Windsor, Ontario. The role leads the enterprise contact centre to deliver a digital-first, high-quality experience for members, providers and clients across lines of business.

Reporting to the Vice President, Enterprise Service, you will optimize people, processes, technology and capacity, drive automation and AI-enabled workflows, and build an engaged leadership culture across