Drive service excellence as a Senior Director of Service Delivery, managing consumer operations in Canada. Bring your 15+ years of experience in contact centers to enhance operational performance and customer satisfaction while working in a hybrid environment.
This role involves overseeing multi-channel operations across global teams, ensuring quality service delivery and compliance with standards. You'll lead transformation initiatives and performance metrics to improve efficiencies and customer experiences.
Key Responsibilities:
• Lead operations for phone, email, and chat channels
• Manage a distributed team ensuring 24/7 coverage
• Own operational KPIs and quality standards for excellence
• Implement automation solutions for process improvements
• Oversee budget planning with finance teams
Requirements:
• Extensive experience in service delivery leadership
• Knowledge of various contact center technologies
• Strong skills in demand planning and opti...