We are a forward-thinking company that prioritizes innovation, diversity, and a positive workplace culture. As we continue to expand our operations in Canada, we're seeking a dynamic and experienced Director, B2C Contact Centre. This role is pivotal in shaping our organizational environment, ensuring our teams are engaged, diverse, and aligned with our core values and objectives.
Job Description:
The Director of B2C Contact Centre will be responsible for leading and managing our customer service operations to ensure a seamless, efficient, and customer-centric experience. This role requires strategic thinking, exceptional leadership skills, and a deep understanding of customer service best practices. The ideal candidate will drive performance improvements, enhance customer satisfaction, and lead a high-performing team.
Key Responsibilities:

• Strategic Leadership: Develop and implement a comprehensive strategy for the B2C contact centre that aligns with Innivec’s overall business objectives and enhances the customer journey.
• Team Management: Lead, mentor, and inspire a diverse team of contact centre professionals, fostering a culture of excellence, accountability, and continuous improvement.
• Performance Optimization: Monitor key performance indicators (KPIs) and metrics to evaluate contact centre performance; implement necessary changes to improve efficiency, effectiveness, and customer satisfaction.
• Customer Experience: Champion a customer-first approach, ensuring that the contact centre delivers exceptional service and addresses customer needs promptly and effectively.
• Technology Integration: Oversee the implementation and optimization of contact centre technologies and tools to enhance operational efficiency and support remote and on-site teams.
• Budget Management: Develop and manage the contact centre budget, ensuring effective allocation of resources to meet operational goals while maximizing cost efficiency.
• Cross-Department Collaboration: Work closely with other departments, including Marketing, Sales, and Product Development, to ensure a cohesive approach to customer service and satisfaction.
• Reporting & Analysis: Prepare and present regular reports on contact centre performance, customer feedback, and operational trends to senior management.
• Compliance & Best Practices: Ensure compliance with industry regulations and company policies; advocate for and implement best practices in contact centre operations.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field; Master’s degree preferred.
• 7+ years of experience in customer service or contact centre operations, with at least 3 years in a leadership role.
• Proven track record of improving customer satisfaction and operational efficiency in a B2C environment.
• Strong analytical skills and experience with data-driven decision-making.
• Excellent communication, interpersonal, and leadership abilities.
• Proficiency with contact centre technologies and CRM systems.
• Strong organizational skills with the ability to manage multiple priorities effectively

Job Type: Full-time
Pay: $85,000.00-$110,000.00 per year
Work Location: In person