Director, Digital Contact Centre

Job Description

The Director, Digital Contact Center at Sonnet is responsible for oversight of Sonnet Insurance, Digital Contact Center strategy from vision definition, strategic planning, and execution.

The strategy will enable optimization of the customer experience delivery, ultimately transforming our service across all customer touch points in the context of the highly regulated insurance industry.

The Director will execute the roadmap for enhancing contact center capabilities across an expanding number of service channels including web service, mobile, social, voice, email, web chat, co-browse as well as inbound, outbound, UBI channels aimed at customer growth and continuous service improvement.

The role will ensure high customer satisfaction, loyalty, employee engagement with strong business results.

What can you expect from this role?

• Collaborate with the Centre, Shared Services leadership & Enterprise CoEs to enhance centre business results and revenue growth in driving customer engagement within targeted market segments
• Lead the development of creative medium to long-term strategies that deliver measurable service-level performance in a high-quality manner, while also championing contact center platform enhancements, utilizing emerging web-based software tools to increase business efficiency and growth
• Advocate and set effective goals that provide a clear line of sight to organizational priorities, and monitor progress toward achievement of goals
• Lead the digital transformation / modernization (omnichannel) integrating new channels with other enterprise systems to deliver great digital experiences - engaging customers within the channel of their choice
• Maintain a successful customer experience that retains, grows customers obtaining outstanding customer survey scores by systematically integrating customer feedback into management tactics and strategies
• Champion roll out of broader enterprise-wide change projects identifying people, processes and technology implications, while operating within an Agile environment
• Maintain superior level of knowledge of contact centre technologies, leveraging competitive intelligence, identifying macro trends within the industry and across the enterprise and leading ongoing analysis to identify weaknesses, gaps and opportunities for innovation and operational efficiencies.
• Evaluate the potential of people, operational and service impacts resulting from the introduction of new strategies, ensuring maximum efficiencies are achieved.
• Set and manage actionable customer performance metrics that encourages data-driven decision making, maximizing interaction and balancing operational metrics against customer service metrics to sustain profitable growth
• Regular monitoring of service and productivity in the achievement of results against plan and directing tactical responses to correct any negative trends.
• Ensure workforce management achieves targeted goals for service level performance, abandoned rates, call handle time, forecast accuracy, and workforce productivity for each contact center function / workgroup managed through effective forecasting and scheduling.
• Lead, coach and mentor a high-performing contact center management team and direct reports in meeting goals through effective talent planning and developmental opportunities
• Ensure consistency and compliance across all policies, processes and procedures - mitigating risk
• Support key initiatives that enable the employee experience and engagement strategy, consistent with overall business priorities

What you bring to the role?

• 10+ years of customer service experience, innovation and analytics or digital channel customer service operations and sales growth experience
• 5+ years of leadership experience leading a multi-channel customer service team and working with customer experience, marketing and analytics professionals, delivering high quality, cost effective services in a customer contact center
• 5+ years of experience in the insurance sector, gaining a strong understanding of the regulatory environment; including customer segmentation, pricing and underwriting process and rules, fraud related issues, etc.
• 5+ years’ experience in a digital, multi-channel, eCommerce environment with a proven history in seamless channel leadership (e.

g. web, mobile) with integrated customer service

• 3+ years in an eCommerce environment with strong analytical and data-driven track record. Digital merchandising and marketing experience a plus
• Strong business acumen as well as the proven ability to work collaboratively with cross-functional groups
• Strategic thinker with the ability to spot industry shifts and with an understanding of Sonnet’s competitive advantage as a foundation, develop clear, differentiated strategies (specifically a digital, customer centric approach) grounded in KPIs
• Analytical skills focused on leveraging data to gain actionable insights and demonstrable experience in applying insights to affect operational change
• Outstanding prioritization skills, with an ability to break down complex problems, recommend and implement a solution
• Ability to thrive, adapt and lead in a fast paced, and ever-changing environment

Salary range is $97,000 - $178,800

About Us

Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team.

We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just nice to have they’re essential to our success.

What’s in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

Go ahead and expect a lot you deserve it.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting .

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).