Director, Customer Contact Centre

About the Role:

The Director, Customer Contact Centre leads a high-performing inclusive Contact Centre that delivers timely assistance, accurate information, and first-contact resolution for employers and workers, while enabling self-navigation for low-needs customers, supported journeys for moderate needs, and partnered service for high needs cases. This position ensures operational excellence, regulatory compliance and seamless integration with claims, employer services, care provider relations and prevention and safety teams.

This position reports to the VP, Customer Support and Workplace Safety.

Responsibilities:

• Design and operationalize a Contact Centre aligned to the service differential model. Define decision rights and escalation matrices across CS&WS and with partner functions.
• Own daily service performance, WFM, queue health, backlog management and channel optimization.
• Build an inclusive, psychologically safe culture with high engagement and low attrition.
• Maintain proactive education for employers and providers (webinars, guides, updates). Lead complaint handling and executive escalations; establish service recovery protocols.
• Ensure privacy-by-design, implement quality gates for high-risk transactions.
• Lead organizational design rollout (structure, spans & layers, roles, workflows)
• Provide clear, empathetic and accurate guidance for claims, employer responsibilities, reporting injuries, policy and premium support, refunds/audit and provider billing.
• Simplify self-serve journeys through knowledge articles, how-to-guides, eligibility explainers etc.
• Enable smooth handoffs to case managers and specialists for moderate/high-needs customers. Proactive coordination for medical assessments, approvals and RTW planning.
• Responsible for forecasting, scheduling, surge management and compliance controls.
• Drives daily continuous improvements and insight-to-action.
• Implement Org Design process outputs relating to the contact centre.
• Performs other related duties as required.

Qualifications:

• Bachelor’s degree in business, public administration, health administration or related field. A minimum of ten (10) years’ experience in multi-channel contact centre operations.
• A minimum of five (5) years’ experience in senior leadership.
• Experience in workers’ compensation, insurance, health care administration or government service is preferred.
• Certification in COPC, Lean Six Sigma, Prosci/Change Management, CCXP etc. is considered an asset.
• An equivalent combination of education and experience may be considered.

Application Deadline: August 23, 2026