About the role
A mid-sized financial services company in Calgary is hiring for this role. You will lead the Virtual Services team and own consistent, high-quality service delivery across phone, email and secure portal channels. The role also drives workflow and performance improvements and the virtual services roadmap.
What you'll do
- Lead the Virtual Services team and oversee service delivery across phone, email and secure portal channels
- Manage staffing, performance reporting and escalations
- Manage the team budget
- Improve workflows and operational performance
- Partner with regional and functional leaders to implement service changes, adopt new technology and deliver the virtual services roadmap
What you bring
- Experience leading a service or operations team across multiple contact channels
- Skill in staffing, performance reporting and escalation management
- Budget management experience
- Ability to improve workflows and work with regional and functional leaders
- Comfort introducing new technology and service changes
Details
- Location: Calgary, Alberta
- Type: Full-time
Apply below and a Traverse recruiter will be in touch.