Direct contact centre operations for Vancity at Surrey Central, combining workforce planning, service quality, and member-focused leadership. This hybrid, full-time permanent Senior Director role leads enterprise contact centre operations and transformation. You will translate priorities into measurable results while modernizing workforce management, reporting, quality, IVR, routing, automation, and digital capabilities. The role reports to the VP, Inclusive Banking, Alternate Channels. Key Responsibilities:
Own future-state operating model and measures of success Build accountable culture through leaders Modernize IVR, routing, automation, and enabling technology Guide investment and capacity using member insights Partner across technology, digital, product, and operations Requirements:
10+ years progressive contact centre leadership experience Experience across people, financial, risk, and member outcomes Experience modernizing workforce planning and service capabilities Strong analytical judgment influencing executives and vendors Knowledge of compliance, privacy, fraud, and continuity Bring operational leadership, workforce strategy, and service modernization experience to Vancity’s member-centred contact centre transformation.
#J-18808-Ljbffr
Senior Director Contact Centre Operations in Surrey employer: Vancity (2.0)
Vancity is an exceptional employer that prioritizes innovation and member satisfaction in a collaborative remote work environment. As a Senior Manager, you'll have the opportunity to lead transformative projects that enhance credit card digital experiences while benefiting from a supportive culture that fosters professional growth and development. With a commitment to social responsibility and community impact, Vancity offers a unique workplace where your contributions truly matter.
