Head of Multi-Channel Contact Centre Operations

York Region; Richmond Hill; On-site; CAD 70,000 - 90,000; Full time

Job summary

A regional government organization in York Region seeks a Customer Experience Manager. In this role, you will lead a multi-channel customer service team, manage operations, and develop strategies to enhance customer satisfaction. The ideal candidate will have a University Degree, significant experience in call centres, and excellent interpersonal skills. This is a full-time position with a commitment to innovative service delivery.

Benefits

Defined Benefit Pension Program

Comprehensive employer-paid benefits plan

Inclusive and diverse workforce

Qualifications

• Minimum five years experience in a call centre environment.
• Two years of direct supervisory experience.
• Knowledge of relevant Legislation and Standards.

Responsibilities

• Lead a customer service team for multi-channel support.
• Manage daily contact centre operations and performance.
• Develop customer service strategies aligned with corporate goals.

Skills

English

Helpdesk

Asset Management

ABB

Data Mining

Control Engineering

Education

University Degree or approved equivalent

Tools

Knowledge Management systems

CRM systems

Call Recording systems

Workforce Management systems

Job description

A regional government organization in York Region seeks a Customer Experience Manager. In this role, you will lead a multi-channel customer service team, manage operations, and develop strategies to enhance customer satisfaction. The ideal candidate will have a University Degree, significant experience in call centres, and excellent interpersonal skills. This is a full-time position with a commitment to innovative service delivery.