Customer Experience & Contact Centre Manager

Join Groupe Nordik as the Senior Manager for Customer Experience & Contact Centre in Gatineau, QC. Lead a passionate team to transform customer interactions into brand loyalty.
This pivotal full-time role involves orchestrating unparalleled customer service rather than merely managing a call centre. Your responsibilities include operational vision, KPI management, and introducing innovative technologies for improved productivity. You'll work a Tuesday to Saturday variable schedule.
Key Responsibilities:
• Align operational vision with brand values and goals
• Improve KPIs like customer satisfaction and conversion rates
• Implement AI and automation for enhanced service
• Coach and develop team members remotely
• Design onboarding and continuous education programs
Requirements:
• College diploma in business or similar field
• 5+ years of experience in customer service and operations
• Proven supervisory experience in multi-site environments
• Knowledg...