Director Customer Care - Shared Services

Director Customer Care - Shared Services

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 with a new strategic direction to become a world-class gaming entertainment leader with a globally admired digital platform.

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. 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.

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 the 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 the 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 the department is compliant with regards to OLG licensing and signed contracts.
- 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; 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).

Learn about OLG – GAME ON!

OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.

The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development, and growth opportunities. OLG is embracing more flexible work options and family-friendly work practices including hybrid work.

Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.

To learn more about OLG go to our website at www.olg.ca

We look forward to hearing from you, interested applicants please apply online by October 21, 2024.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at *******@olg.ca if you require accommodation at any time throughout the hire process.

We thank you for your interest in this opportunity; however, only those individuals selected for an interview will be contacted.

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