Product Manager leading Client Identity and Access Management strategy execution at KeyBank. Focused on fraud prevention and client protection in the Branch & Contact Center channels.
About the role
- Head of Call Center driving customer service excellence and team leadership in a leading Medispa in Canada. Overseeing operations and ensuring high performance in a dynamic environment.
Responsibilities
- Define a clear vision for call center excellence and continue to foster a culture of high performance and continuous learning.
- Mentor and advise leaders, ensuring robust succession planning and leadership development.
- Oversee workforce planning, scheduling, wellness initiatives, and engagement programs.
- Align incentive and recognition programs with organizational objectives and customer outcomes.
- Oversee the annual performance review process, work with managers to secure necessary resources, and ensure the team is optimized to deliver sustained productivity and employee satisfaction.
- Define and communicate long-term strategies that align call center goals with broader company objectives.
- Lead quarterly and annual planning, taking into account market trends, patient feedback, and business priorities.
- Provide executive-level reporting on performance, risks, and opportunities.
- Collaborate cross-functionally with marketing, operations, and technology teams to support growth and innovation.
- Establish key performance indicators and ensure accountability for milestones and outcomes.
- Promote a culture of proactive problem-solving and continuous improvement.
Requirements
- Bachelor's degree in Business, Communications, Operations, or a related field
- More than 5 years of leadership experience in customer service or call center operations
- Proven experience leading large teams in high-volume environments
- Strong knowledge of call center operations, workforce planning, and quality assurance
- Proficiency with CRM systems, telephony software, and performance analytics tools
- Data-driven decision-maker with strong problem-solving skills
- Ability to translate feedback and observations into operational improvements
- Excellent communication skills in French and English, with the ability to influence and collaborate cross-functionally
- A passion for customer experience, particularly in the beauty, wellness, or healthcare sectors, is considered a strong asset.
Benefits
- Employee Discount: Enjoy discounts on our full range of aesthetic medical services and skincare products to look and feel your best.
- Health & Wellness: Our group insurance plan covers medical, dental, and vision care so you're protected on all fronts.
- Ongoing Training: Take advantage of continuous learning and development opportunities, access to our corporate Kindle library, and annual training funds.
- Scholarship Program: Each year we offer scholarships for courses focused on personal growth and professional development.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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