VP Global Strategic Call Centers Partnerships

Employer: Specialty Life Insurance
Position: VP Global Strategic Call Centers Partnerships
Terms of Employment: Full-time / Permanent
Location: Concord, Ontario
Employment Address: 8000 Jane Street, Tower A, Unit 101 Concord, Ontario L4K 5B8
Hours of Work: 40 hours/week
Language: English
Benefits: Eligible for discretionary bonuses and/or salary increases in accordance with company policy. Eligible for dental and extended medical insurance.
Salary: $120,000 – $135,000 / year

Contact: Please send resumes to hr@isi.ca and include “VP Global Strategic Call Centers Partnerships” in the email subject line.

Duties:

• Ensuring a continuous flow of new candidates to meet the company’s needs,
• Hiring, training, and supervising new hires, and creating a stable work environment.
• Responsible for managing the activities of the contact centers within each operational market, including planning, organizing, directing, controlling, and evaluating the operations of the company and researching strategic labor markets globally to find candidates that are appropriate and fit for purpose within the ISI group.
• Responsible for planning, developing, and organizing policies and procedures within the contact center function across the business, including creating proper protocols, and defining an appropriate hiring process for each operational market.
• Responsible for defining and setting up a success plan for each contact center and operational market.
• Responsible for developing action plans and providing expertise in response to client needs.
• Responsible for defining quality assurance strategies and advising the team regarding infrastructure set up and on-going management.
• Developing quality management and monitoring systems to control the performance of the contact center workforce and to implement a coaching algorithm to embed a culture of success across all call center operations.
• Managing the budgets for client projects, vendor contracts, purchase of equipment and supplies; utilizing proprietary technology ensuring continuous improvements to facilitate scalability.
• Acting as a company representative for industry events and conferences.
• Defining and building a first-class analytics capability and quality control function.
• Developing and supporting continuous improvements across the technology landscape and company workforce within the organization.
• Creating the proper logistics and infrastructure to supply and retrieve office equipment and hardware provided to workforce.
• Responsible for ensuring a continuous flow of new candidates to meet the company’s expansion plans and create a stable environment for new hires.

Requirements:

• Minimum 5 years of experience working in the customer communications, sales, and business development industry
• Experience working with remote call centers, including experience with call center analytics, and building and managing large remote call centers worldwide.
• Experience with technology and software such as Bria Enterprise, Domo, and sugar CRM.
• Experience in developing strategies and long-term goals for call center technology.
• Experience and skills in motivating people, building motivational programs, problem solving and team building.
• Skills with making cold calls, handling objections and the ability to transition such knowledge to others.
• Knowledge of European markets is considered an asset