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Senior Leader in Contact Center OperationsManulife • Winnipeg, Canada
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Senior Leader in Contact Center Operations

Senior Leader in Contact Center Operations

Manulife • Winnipeg, Canada
3 days ago
Job type
  • Full-time
Job description
Transform global contact center enablement strategies. Ensure operational excellence and integrate learning with risk and quality frameworks to enhance customer outcomes.

This senior leadership role focuses on developing and executing a robust enablement strategy for a global contact center. Collaborating across multiple departments, you will address customer needs while navigating regulatory frameworks and operational risks. Your expertise in AI and automation will modernize processes and establish best practices in learning and quality assurance.

Key Responsibilities: • Lead the development of contact center enablement frameworks • Collaborate with operational and segment leaders for effective strategies • Apply insights from risk and customer data to enhance operations • Direct quality assurance and compliance measures • Drive training and development initiatives through digital solutions

Requirements: • Over 10 years in contact center or transformation leadership • Strong background in quality assurance and risk management • Knowledge of customer service operation models • Bilingual in English and French preferred • Experience in implementing AI solutions in services

Elevate customer service standards by leveraging your expertise in contact center management and enablement initiatives across a global scale. #J-18808-Ljbffr
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Senior Leader in Contact Center Operations • Winnipeg, Canada

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