Director leading sales strategy, negotiations, and growth for Apotex’s largest corporate accounts. Driving profitable pharmaceutical partnerships and account performance from North York.
About the role
- Contact Centre Director leading Canadian Retirement Contact Centres, driving service excellence and business growth across a multi-location operation. Engaging teams to provide exceptional customer service and employee experience.
Responsibilities
- Lead our Canadian Retirement Contact Centres, a multi-location operation of approximately 200 employees
- Drive business growth through service excellence and customer focus
- Enhance service delivery and eliminate inefficiencies
- Utilize data and performance insights to identify call trends and service gaps
- Foster a highly engaged team culture through recognition and collaboration
- Partner with business leaders and Workforce Management for staffing and forecasting
- Oversee scheduling, volume management, and service levels
- Lead strategic initiatives and manage multi-location performance
Requirements
- Proven leadership experience overseeing a large-scale, customer-facing contact centre operation
- Demonstrated success leading organizational change and driving transformation initiatives
- Strong ability to influence and build credibility with employees, peers, and senior leaders
- Proven people leadership capability, with a strong commitment to developing, coaching, and supporting teams
- Bilingualism in English and French is a strong asset (required for candidates based in Québec)
Benefits
- health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program in Canada including holidays, vacation, personal, and sick days
- range of statutory leaves of absence
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