Director, Digital Contact Centre New - Toronto, Canada - Definity Financial Corporation

Definity Financial Corporation

Verified Company

Toronto, Canada

4 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job

ID :
7234

Category :
Sonnet Insurance

Brand :
Sonnet

Regular/Temporary :
Regular

Fulltime/Parttime :
Full Time

Location :
Toronto, Canada

Posting Range :
$97,000 - $178,800

Sonnet is part of Definity, which includes some of Canada's most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance.

Our ambition is to be one of Canada's leading and most innovative property and casualty insurers.

We can't do that without our people, so we embrace and encourage a culture that's collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with.

Bring your true self and be a part of our journey. It's better here.

What can you expect from this role?

Collaborate with the Centre, Shared Services leadership & Enterprise CoEs to enhance centre business results and revenue growth in driving customer engagement within targeted market segments
Lead the development of creative medium to longterm strategies that deliver measurable servicelevel performance in a highquality manner, while also championing contact center platform enhancements, utilizing emerging webbased software tools to increase business efficiency and growth
Advocate and set effective goals that provide a clear line of sight to organizational priorities, and monitor progress toward achievement of goals
Lead the digital transformation/modernization (omnichannel) integrating new channels with other enterprise systems to deliver great digital experiences engaging customers within the channel of their choice
Maintain a successful customer experience that retains, grows customers obtaining outstanding customer survey scores by systematically integrating customer feedback into management tactics and strategies
Champion roll out of broader enterprisewide change projects identifying people, processes and technology implications, while operating within an Agile environment
Maintain superior level of knowledge of contact centre technologies, leveraging competitive intelligence, identifying macro trends within the industry and across the enterprise and leading ongoing analysis to identify weaknesses, gaps and opportunities for innovation and operational efficiencies.
Evaluate the potential of people, operational and service impacts resulting from the introduction of new strategies, ensuring maximum efficiencies are achieved.
Set and manage actionable customer performance metrics that encourages datadriven decision making, maximizing interaction and balancing operational metrics against customer service metrics to sustain profitable growth
Regular monitoring of service and productivity in the achievement of results against plan and directing tactical responses to correct any negative trends.
Ensure workforce management achieves targeted goals for service level performance, abandoned rates, call handle time, forecast accuracy, and workforce productivity for each contact center function/workgroup managed through effective forecasting and scheduling.
Lead, coach and mentor a highperforming contact center management team and direct reports in meeting goals through effective talent planning and developmental opportunities
Ensure consistency and compliance across all policies, processes and procedures mitigating risk
Support key initiatives that enable the employee experience and engagement strategy, consistent with overall business priorities

What you bring to the role?

10+ years of customer service experience, innovation and analytics or digital channel customer service operations and sales growth experience
5+ years of leadership experience leading a multichannel customer service team and working with customer experience, marketing and analytics professionals, delivering high quality, cost effective services in a customer contact center
5+ years of experience in the insurance sector, gaining a strong understanding of the regulatory environment; including customer segmentation, pricing and underwriting process and rules, fraud related issues, etc.
5+ years' experience in a digital, multichannel, eCommerce environment with a proven history in seamless channel leadership (e.g. web, mobile) with integrated customer service
3+ years in an eCommerce environment with strong analytical and datadriven track record. Digital merchandising and marketing experience a plus
Strong business acumen as well as the proven ability to work collaboratively with crossfunctional groups
Strategic thinker with the ability to spot industry shifts and with an understanding of Sonnet's competitive advantage as a foundation, develop clear, differentiated strategies (specifically a digital, customer centric approach) grounded in KPIs
Outstanding prioritization skills, with an ability