Role

HydroSolution is looking for an experienced leader with a strong background in call center management to support its continued growth and transformation. Aligned with HydroSolution’s values of collaboration, innovation and service excellence, the leader in this role will serve as a change agent and key mobilizer, supporting significant technological and business transformations, including the implementation of a new CRM and ERP this year.

Reporting to the Vice President, Strategy and Customer Experience, the successful candidate will join a high-performing, enthusiastic and collaborative leadership team. Organized and people-oriented, this person will be supported by two managers, six team leaders, operational support roles and an internal team of more than fifty customer service advisors. The scope of responsibility also includes the management of two long-standing outsourcing partners.

Responsibilities

• Provide leadership and overall management of internal and external call center operations to meet and exceed performance indicators, including growth and performance objectives;
• Lead, develop and measure programs and tools that ensure an exceptional customer experience, support sales activities and improve operational efficiency;
• Act as a change agent by implementing continuous improvement practices, particularly in the context of new CRM and ERP system implementations;
• Ensure and enhance the employee experience by deploying programs that foster development and engagement;
• Serve as the primary point of contact for various external business partners to manage and optimize operations;
• Recommend and deploy new ways of working and new tools to support HydroSolution’s growth and business strategy, while contributing to the reduction of customer complaints;
• Communicate and bring the company’s vision to life within the call center.

Ideal Profile

• Minimum of 7 years of experience in call center or customer contact center management, including at least 3 years managing multi-level teams;
• Experience managing outsourced service providers is considered an asset;
• Experience with contact center and customer engagement platforms, including Genesys and Microsoft Dynamics 365 Customer Engagement, is a strong asset;
• Strong business acumen, results-driven mindset and motivation to achieve performance targets, including sales objectives;
• Demonstrated interest in process optimization and the adoption of new technologies (CRM, ERP);
• Ability to build strong relationships easily with all stakeholders;
• Strong sense of initiative and natural autonomy;
• Natural leadership skills and recognized communication abilities;
• Alignment with the organization’s values (teamwork and collaboration, customer service focus, adaptability to change and innovation);
• Bachelor’s degree in a relevant field;
• Bilingual, both spoken and written. The person in this role will interact with English-speaking clients and partners.

What We Offer Our Employees

• Competitive salary and annual performance bonus;
• Group insurance program (drug, dental, health care, etc.) and a group RRSP with employer contribution;
• Vacation starting in the first year;
• Wellness and remote work allowances;
• Supplemental benefits plan for parental insurance benefits;
• Hybrid remote work model;
• Sick days and personal days available throughout the year;
• Free covered parking;
• Telemedicine services;
• And much more!