API Deployment Manager helping major partners adopt Runway’s AI content - generation technology. Owning technical onboarding, expansion, escalations, and strategic API partnerships.
About the role
- Manager of Retirement Contact Center overseeing a team of Customer Service Professionals to deliver exceptional customer experience. Empowering and coaching staff while achieving operational results in a dynamic environment.
Responsibilities
- Lead and support a team of 17–20 CSPs to achieve productivity and customer experience targets.
- Manage coaching, team meetings, scheduling, and real‑time queue monitoring to meet operational objectives.
- Review and analyze performance metrics regularly to drive continuous improvement.
- Implement service recovery actions in partnership with Contact Center leadership.
- Coordinate team reporting and trends, providing insights and required actions to the Director.
- Manage complex escalations and collaborate with customers, clients, and internal teams as needed.
- Partner with Risk teams (RCSA, Archer, write‑offs) and collaborate with stakeholders across departments.
- Support hiring, onboarding, internship programs, business unit updates, projects, and act as backup for other leaders.
Requirements
- Strong expertise in contact centre operations, KPIs, workflows, and people management
- 3–5 years of leadership experience in fast‑paced customer service environments
- Bilingualism (English and French) is a strong asset
- Willingness to support the contact center’s operational hours (8am-8pm EST) with 1-2 evening shifts per month
- Proficiency in Microsoft Office (Excel, PowerPoint, Word) and related business systems
- Excellent communication, interpersonal, analytical, decision‑making, and problem‑solving skills
- Strong organization and multi‑tasking abilities, with a demonstrated commitment to quality, risk management, and effective staff/customer relationship management
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 (includes holidays, vacation, personal, and sick days)
- full range of statutory leaves of absence
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