Director, Customer Care Centre Jobs in Regina, Saskatchewan, Canada
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Regina, Saskatchewan, Canada
Director, Customer Care Centre
About the role
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
About Saskatchewan Workers' Compensation Board
Workers’ compensation insurance is a provincial responsibility. Each Canadian province and territory has its own workers’ compensation legislation. All compensation systems are based on an historic compromise dating back 100 years. In that compromise, employers agree to cover the costs of workers’ compensation insurance and benefits, and in return receive protection from civil law suits when an injury occurs. In return for giving up their right to sue an employer if they were hurt on the job, workers receive a guarantee of benefits – including wage loss.
We operate like an insurance company. We protect registered employers from lawsuits when a workplace injury happens and we provide guaranteed benefits and programs to injured workers in industries covered by the Act. Our costs are funded entirely by premiums paid by employers in covered industries. The premiums are based on injury frequency and costs. Any injured worker in an industry covered by the Act can claim benefits and programs. Any employer in an industry covered by the Act must register with us and pay invoiced premiums.
We see the effects of workplace injuries every day and believe that even one injury is too many. That’s why we are leaders in promoting workplace safety and injury prevention.