12/23/2021
Director, Customer Experience Operations
CX Solutions is a Canadian multi-disciplinary company delivering iconic customer experience solutions through BPO Operations delivery, Consulting, and Technology Innovation services.
Director, Customer Experience Operations
We are seeking an experienced, action-oriented leader with exceptional expertise in the complex, multi-dimensional components of contact center operations and support functions, including Project Management, Reporting and Analytics, Workforce Management, Quality Assurance and Training.
As a successful candidate, you will develop, implement, and maintain process excellence across these broad disciplines, which, when coordinated and functioning together, provide the backbone that underpins the exceptional customer experience our company promises and delivers to our valued clients. This senior leadership position reports to the Chief Customer Officer (CCO).
The Role
In this role you will provide mission-critical services that are required to ensure the effective management of the Contact Centre Operations which includes:
o Day to day management of the respective teams to develop and maintain operational programs to meet business objectives;
o Identify areas of improvement in staff performance and areas of improvement.
o Provide leadership, mentorship, and coaching to new and existing business staff to help them reach their full potential and meet and/or exceed service objectives and targets;
o Effectively guide and lead the workforce/quality assurance/knowledge management and reporting teams by setting goals, directing their work/outcomes, providing insights, and developing their skills;
o Lead and develop the operational approach and processes for specific client programs;
o Develop and maintain strong partnerships with the Centre of Excellence and organizational leadership to identify areas of opportunity and help drive outcomes;
o Successfully lead large projects and help the operations grow and scale over time;
o Communicate business objectives across the department and drive awareness of performance within the Center of Excellence;
o Own and implement our business enablement support services program, create a culture of performance excellence through business intelligence initiative implementation, monitoring and continuous improvement;
o Participate in business reviews and help drive discussions to identify and improve outcomes;
o Accountable for the management of the daily operational budget, and assist in the long-term strategic planning and annual budgeting activities for the department.
You Have
o A Bachelor's degree in Business or related field with 5-10 years of leadership experience in a customer service environment.
o Demonstrated leadership skills through leading, mentoring, and motivating a high functioning team;
o Sound knowledge of the application of industry call centre support, and quality improvement processes through best standards of practice;
o Relevant technical knowledge and experience with both data and voice systems;
o Working knowledge of Call Centre Technology such as VOIP, Quality Assurance, and Workforce Management, Ring Central, Zen Desk;
o Strong analytical, presentation, and verbal skills;
o Sound knowledge of key performance metrics and their associated drivers within a contact center;
o A solution-oriented approach where critical thinking is key;
o Ability to manage multiple projects within a multidisciplinary team;
o Bilingual in English and French (oral and written) is an asset.
Compensation: $60 -75K annually (negotiable-relevant to experience) with a competitive Benefit Package.
Hours of Work: Monday-Friday (8 hour shifts) in office primary (hours of operation are 7am-6pm)
(work from home – upon occasion as needed)
Location: Sault Ste. Marie, Ontario
Travel: Flexibility when required
Core Organizational Competencies that are expected of all CX Solutions employees
Collaborative
Demonstrate the ability to develop effective relationships, focus on common goals and implement solutions that are in in the interest of everyone
Integrity
Strive to meet the highest possible standards of personal and professional behaviour (Positive Attitude)
Communication
Practice clear, open and honest communication and build an environment where full participation is the norm
Initiative & Adaptability
Demonstrate a keen ability to identify and understand changing conditions and to respond;
Business Orientation
-Management
Understand the drivers of both short and long term financial success and their risk implications while remaining focused on the overall goals and priorities of the organization
-Others
Take an active interest in our business and its success by better understanding the ways in which their job contributes to the goals and priorities of the organization
Are You A Fit?
If you are interested in applying for the role, please submit a copy of your resume along with a cover l
