Contact Center Manager

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Contact Center Manager

Job description (heading) / Description du poste (titre)

• Lead the end-to-end Contact Center function to deliver consistent, responsive, high-quality and compliant customer service across all interaction channels. The role provides overall accountability for Call Center, Customer Service Center and Digital Services, and Complaint Management, including service performance, customer experience, service recovery, workforce effectiveness, quality governance and operational controls.

Preferred skills (heading) / Compétences particulières (titre)

• Contact center and multi-channel customer service management
• Workforce and capacity planning
• Complaint management and service recovery
• Customer experience and service quality governance
• Insurance or financial-services operations and regulatory requirements
• Operational risk, data privacy and compliance controls
• Performance analytics, reporting and continuous improvement

Qualifications (heading) / Compétences (titre)

• Education: Bachelor’s degree; a master’s degree is an advantage.
• Experience: Minimum 8-10 years of experience in Contact Center, Customer Service, Service Operations, Complaint Management, or Operations, including at least 3-5 years of experience leading customer service teams. Experience in the insurance or financial services industry is an advantage.
• Technical Competencies: Contact Center Management, Workforce Management, Multi-Channel Service Operations, Complaint Management, Customer Experience, Service Quality, Regulatory Compliance, Operational Risk Control, Data Analytics, Process Improvement, Digital Service Adoption.
• Leadership Competencies: Customer Focus, Driving Results, People Leadership, Stakeholder Management, Problem Solving, Change Leadership, Resilience, Collaboration, Developing Talent.

Responsibilities (heading) / Responsabilités (titre)

• Define and execute the Contact Center strategy, operating model, service standards and governance to align customer service delivery with Client Services priorities and customer needs.
• Lead integrated multi-channel service operations across Call Center, Customer Service Center and Digital Services, ensuring service levels, response times, productivity, quality and operational readiness are achieved.
• Oversee complaint management and service recovery to ensure complaints are resolved accurately, within required timelines and in accordance with regulatory and company requirements, while driving corrective and preventive actions.
• Improve customer experience and service quality by monitoring customer feedback, interaction trends and service pain points, and by coordinating end-to-end improvements with relevant functions.
• Strengthen risk management, data privacy, compliance and operational controls across customer interactions, and provide timely performance and risk insights to management governance forums.
• Build leadership and operational capability through workforce planning, coaching, performance management, engagement and succession planning for Contact Center teams.

At Sun Life, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

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