Customer Care Team Manager

Lead EDC’s bilingual Customer Care Team using workforce management and data to improve service delivery. This permanent role follows a hybrid model.

As Manager, Customer Care Team, you will oversee day-to-day inbound support while advancing EDC’s digital-first, human-enabled service model. You will balance customer experience, employee experience, and operational performance across business lines.

• Lead, coach, and develop a bilingual customer care team
• Optimize forecasting, scheduling, capacity, queues, and service levels
• Improve satisfaction, loyalty, and first-contact resolution
• Advance self-service, intelligent routing, automation, and AI capabilities
• Use data to prioritize issues and improve performance

• Undergraduate degree or equivalent education and experience
• At least seven years in contact centre or financial services operations
• Expertise in queue, service-level, capacity, and quality management
• Experience leading transformation, automation, or continuous improvement
• Bilingual proficiency in English and French

Bring customer care leadership, operational expertise, and transformation experience to EDC’s bilingual service team.