Range :

125,600.00 - 188,400.00 CAD

Job Description :

Director Customer Care Shared Services (15 months)

GAME ON OLG needs you

We’ve said GAME ON, and we mean it OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels.

Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.

We are ready to take this game to the next level. We need a passionate Director of Customer Care Shared Services for our Contact Centre, focusing on Training, Quality Assurance, Knowledge / Resource Management and Customer Experience Enhancements.

This pivotal role will lead the development and implementation of innovative training programs. You will be responsible for strategy creation, implementation and sustaining quality standards that drive performance across the Centre while fostering a culture of continuous improvement.

You will support the team in analyzing customer feedback, industry trends, and operational metrics to develop strategies that enhance customer satisfaction and loyalty.

Your leadership will shape how our Contact Centre embraces customer experience on a day-to-day basis and influence long-term organizational success.

Collaboration with cross-functional teams will be essential to align training initiatives with business goals and the evolving market landscape.

We are looking for a visionary leader who can inspire teams, optimize processes, and enhance our commitment to exceptional customer experiences.

If you excel at balancing strategic planning and hands-on execution while nurturing a motivated, diverse, skilled team, this opportunity is for you!

YOUR ROLE IN THE GAME

Reporting to the VP Customer Care, you will be empowered to :

Establish, lead and manage the development and implementation of the Customer Care customer experience and employee lifecycle strategy

Develop the overall employee journey for Customer Care through hiring, training, knowledge management and quality

Collaborate with cross functional teams to create and align training and customer experience initiatives with strategic objectives

Lead a group of managers, consultants, specialists, and coordinators in their day-to-day operations and develop their skills and capabilities through continuous performance evaluation, mentoring and coaching to build a high performing and engaged team

Support the launch of key projects and initiatives across the organization with thought leadership

Lead the development and execution of training programs for contact center staff (front line and management)

Establish clear learning objectives and performance metrics to evaluate effectiveness of training programs

Leverage industry best practices and innovative training methodologies to create engaging and impactful learning experiences

Analyze training data and feedback to identify trends, gaps, and areas for improvement

Ensure training programs comply with industry regulations, and organizational policies

Develop and implement a comprehensive quality assurance and customer experience strategy to enhance service delivery and operational efficiency in the contact center

Establish and uphold quality assurance standards across all customer touchpoints

Work with team to analyze customer feedback and operational metrics to identify and implement service improvements

Develop and implement a knowledge management strategy that promotes the effective sharing and access of resource materials

Create performance metrics to assess the effectiveness and impact of knowledge management initiatives

Assist in change management initiatives by leveraging knowledge management systems to facilitate smooth transitions

Collaborate with cross functional teams to create and align training and customer experience initiatives with strategic objectives

Develop, track, and report key performance indicators related to training effectiveness and customer satisfaction

Provide coaching and support to Managers and Operational Leaders to identify and implement service improvements

Foster a culture of continuous improvement through regular training needs assessments and feedback loops

Understand corporate policies and procedures and ensure department is compliant with regards to OLG licensing, signed contracts among others

Develop and provide technical knowledge on OLG technology and tools to serve as an advisor

WHAT YOU NEED TO PLAY

• Work Experience : Minimum 10 years of experience leading the planning and delivery of customer-centric operational activities in a complex Contact Centre environment including continuous improvement, innovation, analytics and transformation initiatives;
• 5+ years of progressive leadership experience; proven experience in developing effective training programs and quality assurance processes;
• experience in public sector regulatory agencies and / or understanding of gaming, entertainment or similar industry (preferred);

experience with AI analytics is an asset

Education : Bachelor’s Degree in Business Administration, Operations or a related field, or equivalent in-depth knowledge of operations planning methodologies and practices;

strong understanding and technical knowledge of contact centre systems, tools, best practices, performance measurement and vendor management

• Critical Skills : Builds strong relationships that enable successful collaboration with management and senior level stakeholders and drive ownership and alignment of strategic objectives;
• strong analytical skills to assess performance metrics and customer feedback; exceptional communication and interpersonal skills to engage and inspire teams;
• ability to work collaboratively with diverse stakeholders and departments; strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously;
• strong conceptual and analytic thinking skills with operational, financial and strategic acumen; forward thinker with the ability to drive process improvements through the organization;
• demonstrated ability to collaborate across the enterprise on complex and challenging problems; strong leadership skills with demonstrated ability to build, lead and motivate a high performing team in a fast-paced environment;

demonstrated success in Contact Center best practices and management, including establishing quality and productivity measurements, training, reporting and analytics, and leveraging technology.

Collaboration & Fun : Inclusive and collaborative work style while creating fun and excitement in our work

Integrity and Trust : Do what's right and operate with transparency and openness

PERKS OF JOINING OUR TEAM

Part of a Bigger Picture : socially responsible company that gives back all its profits to the province and people of Ontario

Flexible Work Environment : to help balance both work and life

You Matter : family friendly work practices and hybrid work

Freedom to Innovate : supports new and better ways to be successful

Be your Authentic Self : environment that values diversity as a source of strength

Learning Galore : 24-7 access to robust online learning programs

Public Service Pension Plan : participate in a major defined benefit pension plan sponsored by the Government of Ontario

Variable Pay Program : performance-based incentives to share in our success (Permanent OLG Employees Only)