Manager, Contact Center Technology

JOB DESCRIPTION

About the role

We’re looking for a Manager, Contact Center Technology, to join our growing team!

What you'll do here :

The Manager of the Contact Center Deployment team will be responsible for overseeing the daily operations for the Telephony and Contact Center technologies, ensuring high levels of customer satisfaction, and driving performance improvements. This role requires strong leadership skills, a deep understanding of telephony & Contact Center systems, and a passion for delivering excellent customer service.

Key Responsibilities :

Lead and manage a team of skilled technical resources, providing guidance, support, and performance feedback.

Develop and implement strategies to improve customer service quality and operational efficiency.

Monitor and analyze key performance indicators (KPIs) to ensure targets are met or exceeded.

Oversee the implementation and maintenance of telephony systems and technologies.

Handle escalated customer issues and ensure timely resolution.

Ensure staff training and development plans to enhance team skills and knowledge.

Collaborate with other departments to streamline processes and improve customer experience.

Prepare and present reports on contact center performance to senior management.

Stay updated on industry trends and best practices to continuously improve team performance and evolution.

What you bring to the table :

Minimum of 5 years of experience with contact center technologies and / or operations, with at least 2 years in a managerial role.

Strong knowledge of telephony systems, contact center technologies and associated systems.

Excellent leadership and team management skills.

Exceptional communication and interpersonal skills.

Ability to analyze data and make informed decisions.

Strong problem-solving abilities and a customer-centric mindset.

Experience with Agile frameworks such as Scrum and SAFe Agile

Good knowledge of tools such as JIRA and Miro

Bilingualism (French-English). Need to interact on a regular basis with colleagues across the country.

What we offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team :

A financial rewards program that recognizes your success

An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

An extensive flex pension and benefits package, with access to virtual healthcare

Flexible work arrangements

Possibility to purchase up to 5 extra days off per year

An annual wellness account that promotes an active and healthy lifestyle

Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

Inspiring leaders and colleagues who will lift you up and help you grow

A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.