Remote customer service representative supporting global brands for Teleperformance. Resolving customer and technical issues across Canadian provinces from home.
EB
Manager, Customer Service Channels – 18 Months Contract
Posted 2 days ago
About the role
- Manager transforming chatbot and IVR channels for EQ Bank, a Canadian fintech serving nearly 4 million Canadians. Leading conversational AI strategy, optimization, analytics, vendors, and delivery.
Responsibilities
- Deliver a seamless, user-friendly, and intelligent customer experience aligned with organizational goals
- Work cross-functionally with IT, Operations, Customer Service, and Product teams
- Drive strategic enhancements for Chatbot and IVR Channels
- Work with key vendors and execute high-impact projects
- Execute the long-term strategy for IVR, Chatbot systems, and integrated AI solutions
- Participate in and lead Chatbot, IVR, and AI projects and enhancements from ideation to deployment
- Deliver system upgrades, AI model enhancements, redesigned flows, and new feature implementations
- Analyze and optimize AI conversations, prompts, and playbooks
- Monitor Chatbot, IVR, and AI performance metrics and generate actionable stakeholder reports
- Engage with technology vendors, consultants, and internal partners
- Implement testing frameworks to maintain performance, minimize downtime, and ensure conversational accuracy
- Ensure platforms meet regulatory, security, accessibility, and control standards
- Lead, coach, and direct direct reports
Requirements
- Bachelor of Management, BA, Business Degree, or Computer Science
- 3+ years of experience in Chatbot or IVR Management, development, and administration
- 2+ years of hands-on experience with Conversational AI platforms, NLU model training, and virtual agent development (e.g., Ada, Google Dialogflow, Salesforce, Genesys, Nice, Five9, Amazon Connect)
- Data Analysis, experience finding problems and solutions with data
- Proven experience in deploying and optimizing AI solutions within a contact center environment
- Financial services or regulated environment experience
- Team Leadership and People Management
- Strong proficiency with at least one major conversational AI platform
- Strong proficiency with at least one major IVR platform
- Expertise in NLU model building, intent/entity definition, and utterance management
- Proficiency in data analysis tools (e.g., SQL, Excel, Tableau, Power BI)
- Familiarity with API integrations (REST/SOAP) and webhooks
- Exceptional analytical and problem-solving abilities with a data-driven approach
- Excellent written and verbal communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders
- Strong project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment
- A strong customer-centric mindset and passion for improving user experiences
- Ability to work independently and collaboratively within a team
- All candidates considered for hire must successfully complete a criminal background check and credit check
Benefits
- Competitive discretionary bonus
- Market leading RRSP match program
- Medical, dental, vision, life, and disability benefits
- Employee Share Purchase Plan
- Maternity/Parental top-up while you care for your little one
- Generous vacation policy and personal days
- Virtual events to connect with your fellow colleagues
- Professional development and comprehensive Career Development program
- A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
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