Director - Assistance Services

Job Description

Are you a person with strong organizational skills? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development?

Do you want to be part of a talented team that genuinely cares about client and employee well-being? We would love to meet you!

The Director - Assistance Services will lead the Assistance team in achieving business results and delivering on our contractual promises.

The Director will also develop and coach the leadership team as well as take ownership of various continuous improvement initiatives with the goal of enhancing customer experience and operational efficiency.

What does your typical day look like?

• Creating and documenting a leadership development plan for all leaders and fostering a culture where leaders seek development opportunities;
• Establishing team member performance evaluation, KPI results, performance management & progressive discipline, etc.;
• Defining, communicating and managing monthly employee objectives, targets, metrics and results;
• Establishing and employee onboarding and development roadmap (from new hire to 2 years or more);
• Managing staffing costs within budget;
• Manage OPEX and CAPEX costs within budget;
• Developing and ensuring implementation of policies, procedures and quality standards and monitoring systems to track issues and compliance;
• Providing leadership in identifying and implementing leading practices and opportunities for improvement;
• Ensuring that our client contractual commitments and quality standards are managed and met;
• Representing Global Excel & Assistance Services as needed for client facing meetings and presentations;
• Etc.

What skills and experience are we looking for?

• College diploma or University degree, with minimum of eight years of relevant experience;
• Minimum five years in a leadership role in a contact center environment;
• Experience with managing leaders;
• Experience with data analysis and reporting;
• Strong decision-making and analytical skills;
• Solution and action oriented;
• Excellent English written and verbal communication skills (bilingual French / English is an asset);
• Available for occasional travel between Global Excel Canadian offices.

We offer you

• Global Excel offers more than a position;
• We offer a professional future with a competitive compensation including base salary, performance bonus and benefits;
• Please reach out to your local HR department if you would like to know more about benefits offered in your site.

To get a taste of the Global Excel life and for more information on our company, visit our Facebook page and website.