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About the role
Key responsibilities & impact- Lead and support a team of 17–20 Customer Service Professionals to achieve productivity and customer experience targets
- Manage coaching, team meetings, scheduling, and real-time queue monitoring
- Review and analyze performance metrics to drive continuous improvement
- Implement service recovery actions with Contact Center leadership
- Coordinate team reporting and trends, providing insights and required actions to the Director
- Manage complex escalations and collaborate with customers, clients, and internal teams
- Partner with Risk teams, including RCSA, Archer, and write-offs
- Collaborate with stakeholders across departments
- Support hiring, onboarding, internship programs, business unit updates, and projects
- Act as backup for other leaders
- Lead daily operations of the Retirement Contact Center
Requirements
What you’ll need- Strong expertise in contact centre operations, KPIs, workflows, and people management
- 3–5 years of leadership experience in fast-paced customer service environments
- Bilingualism (English and French) is a strong asset; if the successful candidate is in Québec, proficiency in both languages is required
- Willingness to support operational hours of 8am–8pm EST with 1–2 evening shifts per month
- Proficiency in Microsoft Office, including Excel, PowerPoint, and Word, and related business systems
- Excellent communication, interpersonal, analytical, decision-making, and problem-solving skills
- Strong organization and multitasking abilities
- Demonstrated commitment to quality, risk management, and effective staff/customer relationship management
Benefits
Comp & perks- Flexible work environment
- Learning and career growth opportunities
- Well-being and inclusion support
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance