Director, Contact Centre and Travel Services

Title: Director, Contact Centre and Travel Services

Employee Working Location:Partially Virtual / Hybrid (Canada)

Employment Status:Permanent Full-time

The Canadian Red Cross (Red Cross) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

We are looking for a dynamic, collaborative, forward-thinking individual who thrives in fast-paced environments. Working within the Enablement team in Humanitarian Services, the Director, Contact Centre & Travel Services plays a vital role in driving exceptional client support, delivering impactful solutions, and fostering a culture of collaboration and excellence.

In this role, you will:

• Develop, implement, and oversee Contact Centre and Travel Services services that align with organizational goals and service lines priorities.
• Lead the planning, execution, and evaluation of key initiatives to enhance service delivery for both Contact Centre and Travel Services.
• Provide cross-functional expertise and guidance related to Contract Centre and Travel Services and resolve escalated or complex issues.
• Ensure services are effective, sustainable, and adaptable to emerging trends and challenges.
• Oversee budgeting, financial planning, and resource allocation to ensure efficiency and sustainability.
• Monitor service expenditures and ensure compliance with funding requirements and financial policies.
• Optimize operational processes to enhance service quality and efficiency.
• Collaborate with internal teams, external partners and vendors to drive service success.
• Champion change and transformation within the Contact Centre and Travel Services team to ensure employees and volunteers are engaged, aware and prepared to adopt changes.
• Oversee the evaluation of outcomes and impacts, ensuring that KPIs are defined and data is collected, relevant reports reviewed, analyzed accurately and acted on.
• Drive innovation, efficiency, and quality of services and initiatives, including developing and implementing best practices, piloting new approaches, applying change management, and leveraging technology and data.
• Represent the organization in meetings, conferences, and other forums, and contribute to strategic partnerships, resource mobilization, and advocacy efforts.
• Oversee the development of proposals, business cases and RFPs/other tenders to secure resources, and manage vendors appropriately.
• Monitor and evaluate service impact and effectiveness, including data collection, analysis and reporting, and use findings for service improvement, learning and innovation.

What we are looking for:

• A minimum of 8-12 years experience and a 3-year college diploma or university degree in program management, social sciences, public administration, or a related field and/or an equivalent combination of education and experience. Advanced professional expertise in either call centres, travel services, or other similar service centre setting is an asset.
• Leadership and management experience working in large dynamic service delivery teams in a mostly virtual environment with the ability to provide strategic vision, drive innovation, and inspire and motivate teams to achieve program objectives.
• Proficiency in standard computer applications (Microsoft Office Suite), data analysis tools, etc.
• Ability to develop and manage program budgets, monitor expenditures, and ensure financial accountability.
• Ability to address complex, abstract problems and develop unique, precedent-setting solutions, while assessing and mitigating strategic risks.
• Communication, influence, persuasion and negotiation skills to promote complex and sensitive ideas, facilitate consensus and commitment with strategically important contacts or groups in sensitive, contentious, and political or controversial situations.
• Ability to utilize program management and service design concepts, including program design, innovation, implementation, monitoring, and evaluation.
• Ability to establish and maintain strategic partnerships with both internal and external stakeholders.
• Fluency in French and English is required.

Working Conditions:

• Work will be conducted in an office-like setting.
• Some domestic or international travel to generally safe locations; exposure to moderate adverse conditions requiring attention to personal safety.
• Work requires the ability to work to multiple, conflicting deadlines.
• Work requires interactions with clients who may be agitated, or are experiencing stressful situations.
• In a large scale emergency, where staff numbers are compromised or additional resources.
• Requires significant attention to detail and concentration and ability to mentally process large amounts of information.
• The work pace is often unpredictable with significant time pressures.
• Ability to adapt to frequent and often urgent changes in priorities, and make decisions under pressure, work at an unpredictable pace.
• This role requires participation in a rotating on-call schedule to manage operations and issues outside of regular business hours
• As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).