Director, Contact Centre Operations We’re seeking a Director, Contact Centre Operations to lead the strategy, execution, and day-to-day management of MFSG’s contact center operations. This role will drive operational excellence, enhance customer experience, and lead both in-house and outsourced contact centre teams.Compensation Philosophy:Our strategy is simple— we aim to match the market. We regularly review industry standards to ensure our total rewards package is competitive and fair. This commitment helps us attract and retain talented individuals who share our purpose.Discretionary Annual Bonus:Enjoy the opportunity for a discretionary bonus based on individual performance and company success.Comprehensive Benefits:Our benefits include health and dental plans with 100% of the premiums covered. We also offer an Employee Assistance Program to support your mental well-being and provide resources for personal challenges.Retirement Plans:Plan for your future with our robust retirement savings options, ensuring you’re set for the long haul.Hybrid Work Environment:Experience the best of both worlds with our hybrid work model, allowing you to balance remote work with in‑office. When you’re at our corporate head office, enjoy a relaxed and collaborative environment featuring breakout rooms for brainstorming and unwinding, plus a variety of snacks to keep you energized throughout the day.Perks and Rewards:Enjoy reimbursement for tuition assistance and professional development, discounts through Perkopolis and participate in our rewards and recognition programs to celebrate your contributions.What You’ll DoStrategy & Operations Leadership:Develop and execute the contact centre strategy aligned with business objectivesOversee daily operations, ensuring performance against KPIs such as SLA, CSAT, and first‑call resolutionDrive continuous improvement in service quality and efficiencyAct as primary point of contact for vendors, managing relationships and escalationsEvaluate and implement new tools, platforms, and AI capabilities to enhance performanceCustomer Experience & Escalation Management:Oversee complaints and escalation processes to ensure timely resolutionDrive initiatives that improve customer satisfaction and loyaltyFoster a high‑performing, customer‑centric culture focused on empathy and service excellenceLead and develop teams, ensuring readiness for change and new initiativesCompliance & Governance:Ensure operations comply with regulatory and legal requirementsAct as a customer advocate at the executive level, ensuring insights drive decision‑makingWhat You’ll Bring to the Table8–10+ years of experience in contact centre or customer service operations5+ years in leadership roles managing teams and operationsStrong experience managing both in‑house and outsourced contact centresProven ability to drive operational excellence and customer experience improvementsStrong stakeholder management and communication skillsExperience in financial services or regulated industries is an assetEducation + ExperienceMaster’s degree is an assetReady to lead high‑impact customer operations and elevate the contact centre experience? Join us and help shape customer engagement at MFSG.Committed to Equal Opportunity MFSG is committed to accommodating applicants up to the point of undue hardship during the recruitment, assessment and selection process. If you are selected for an interview, please notify MFSG if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, MFSG will work with you to determine how to meet your needs.Salary range: C$ 140,000 to C$ 150,000.#J-18808-Ljbffr