Senior Director, Customer Contact Centre Technology

Job title:

Senior Director, Customer Contact Centre Technology

Company

Loblaw

Job description

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country’s largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.Does working with some of Canada’s most talented minds in innovation supporting retail, digital consumer solutions and analytical platforms excite you? Loblaw Technology powers some of Canada’s most game-changing retail solutions, giving our customers the ability to live their lives well.Come work with a team that values diverse ideas, fosters a culture of inclusion and develops our talent from within. Loblaw Technology gives you the chance to excel, and helps you to strive for success in a big way. Keep reading to learn more!Senior Director, Customer Contact Centre Technology, Brampton, ONWe are seeking a highly skilled and experienced Technology Leader to spearhead the modernization of our Contact Centre operations with a laser focus on reducing call volume (call deflection) and improving Average Handle Time (AHT) through strategic technology implementations. The ideal candidate will be a data-driven innovator with extensive experience in leveraging the Salesforce platform and cutting-edge technologies to enhance efficiency and customer experience within contact centers. This role requires an innovative mindset, a deep understanding of contact center technologies, and the ability to lead transformative initiatives.What You’ll Do:

• Develop and execute the technology roadmap for modernizing our Contact Centre, explicitly aimed at reducing call volume and AHT
• Identify and implement solutions that empower customers to self-serve, such as AI-powered chatbots, intuitive knowledge bases, and robust online FAQs
• Analyze call drivers and customer journeys to identify and eliminate pain points that lead to unnecessary calls
• Oversee the integration of the Salesforce platform with complementary technologies (e.g., omnichannel routing, workforce optimization tools) to streamline agent workflows and reduce handle times
• Define and track key performance indicators (KPIs) related to call deflection and AHT, providing regular data-driven insights and recommendations to leadership
• Evaluate and implement technologies like speech analytics and sentiment analysis to identify opportunities for process improvements and agent training that contribute to AHT reduction.
• Stay abreast of emerging technologies in the contact center landscape, proactively identifying solutions with high potential for call deflection and AHT reduction
• Champion a culture of continuous improvement within the Contact Centre through data transparency, knowledge sharing, and technology adoption

What You Bring:

• Strong experience in computer science or related field
• Proven track record as a Technology Leader in a Contact Centre environment, with demonstrated success in reducing call volume and AHT through technology implementations
• 7+ years of proven leadership experience managing and developing high-performing technology teams
• Demonstrable experience scaling technology teams, ideally within a contact center environment
• Deep understanding of Contact Centre metrics, with a strong analytical ability to translate data into actionable insights for optimization. Familiarity with workforce optimization tools, such as quality monitoring, performance dashboards, and gamification platforms
• Extensive hands-on experience with the Salesforce platform, including implementation, configuration, and customization (certifications like “Salesforce Administrator” or “Salesforce Developer” are highly advantageous). Experience with implementing and managing AI-powered chatbots and virtual assistants
• Strong knowledge of contemporary call routing strategies, IVR design, and omnichannel customer service best practices
• Demonstrated success leading complex technology projects within budget and timeline constraints
• Exceptional communication and collaboration skills, with the ability to effectively convey technical concepts to both technical and non-technical audiences
• Experience managing large-scale remote agent networks utilizing cloud-based telephony providers (e.g., Twilio, Amazon Connect)
• Knowledge/experience working with Agile methodologies (e.g., Scrum, Kanban)

What Loblaw Offers YouWe offer flexibility and balance, and an environment that sets you up for success no matter where your workspace is located.Here, you will find a great team to help you achieve your goals as you help us achieve ours! Work in our fast-paced, exciting Technology environment, helping our stores, colleagues and customers every day.Loblaw colleagues also enjoy:

• Work Perks Program
• On-site GoodLife Fitness, Basketball & Volleyball courts, Ice Rink, Dry Cleaning services (1PCC Office)
• Tuition Reimbursement & Online Learning
• Pension & Benefits
• Paid Vacation

If you’re up to the challenge, then we would love to hear from you. Apply today, and get the process started.Loblaw recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. At Loblaw, we celebrate diversity and strive to build a culture of inclusion where differences are embraced, valued and supported. We are committed to being an equal opportunity employer and encourage people from all backgrounds and identities to apply to our jobs. Accommodation in the recruitment, assessment, and hiring process is available upon request for applicants with disabilities.We thank all candidates for their interest but please note, those candidates who meet the minimum requirements for the position will be contacted.Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

Expected salary

Location

Brampton, ON

Job date

Thu, 27 Feb 2025 08:18:40 GMT

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