Market Development Manager leading financial product sales, member relationships, and team performance for Desjardins Ontario Credit Union. Driving strategic growth, service quality, talent development, and profitability.
About the role
- Manager leading Intact’s Google Cloud contact center operations across voice and digital channels. Improving service performance, platform reliability, workforce effectiveness, and customer experience.
Responsibilities
- Lead daily operations for the Google CCaaS environment across voice, chat, email, and other customer channels
- Collaborate with management counterparts on strategies, objectives, performance indicators, roadmaps, and project planning
- Manage service levels, abandonment rates, customer satisfaction, first-contact resolution, average handle time, and other operational KPIs
- Develop and maintain operating procedures, escalation processes, quality standards, and performance dashboards
- Monitor platform performance, call flows, routing logic, agent workflows, and customer-impacting issues
- Oversee the training plan
- Collaborate with IT, engineering, product, security, and Google Cloud partners to resolve incidents and improve platform reliability
- Build an organizational network to facilitate the mobile roadmap, coordinate deliverables, and prioritize features
- Develop and maintain design project plans, identify deadlines, estimate resources, and allocate talent
- Lead recruitment, mentoring, one-on-one meetings, performance reviews, and individual career and development planning
- Support implementation and optimization of Google Cloud contact center capabilities, including routing, reporting, integrations, and conversational experiences
- Anticipate and manage problems, resolve issues, and proactively remove obstacles
- Participate in defining policies, procedures, and best practices for design and strategy
- Promote design principles and user experience best practices
- Meet and follow customers to develop empathy, understand market issues, and share customer experience research results
- Provide leadership in a fast-paced, customer-centric environment and coach the team to achieve goals
- Translate business needs and opportunities into impactful strategies and promote experience benefits to stakeholders and business partners
Requirements
- 5+ years of experience in contact center, customer operations, service delivery, or technology operations
- 2+ years of experience managing teams or operational programs
- Experience operating or supporting a cloud-based contact center environment
- Familiarity with Google Cloud contact center technologies, including Google CCAI, Contact Center as a Service, Dialogflow, Cloud Functions, BigQuery, Looker, or related tools
- Strong understanding of contact center metrics, workforce management, quality assurance, and customer experience principles
- Demonstrated ability to manage incidents, escalations, operational risk, and cross-functional initiatives
- Excellent analytical, problem-solving, communication, and organizational skills
- Experience creating SOPs, dashboards, governance processes, and executive-level reporting
- Ability to translate business requirements into operational and technical solutions
- Experience in managing professionals
- Experience in a professional environment to promote work, deliver work, develop and inspire teams, and design world class methods and approaches
- Well-versed in design thinking methods and techniques
- Strategic thinking and the ability to be influential
- Proven interpersonal and communication skills (verbal and written)
- Organized and able to work well in a changing environment
- Can lead teams of diverse experts
- Must be eligible to work in Canada
- For candidates located in Quebec, bilingualism is required to interact regularly with English-speaking colleagues across the country
Benefits
- Flexible work arrangements and a hybrid work model
- Possibility to purchase up to 5 extra days off per year
- Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
- Share plan & other savings: up to 12% of salary or even more
- Annual bonus plan with a potential payout of up to double the 15% target, subject to personal and company performance
- Employee Share Purchase Plan (ESPP), with Intact matching 50% of net shares
- Defined benefit pension plan with the opportunity to receive guaranteed income for life
- Workplace adjustments and accommodations for people with disabilities
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