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 even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.
We are ready to take this game to the next level. 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. You will support the team in analyzing customer feedback, industry trends, and operational metrics to develop strategies that enhance customer satisfaction and loyalty. 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. We are looking for a visionary leader who can inspire teams, optimize processes, and enhance our commitment to exceptional customer experiences. If you excel at balancing strategic planning and hands-on execution while nurturing a motivated, diverse, skilled team, this opportunity is for you!
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 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 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 department is compliant with regards to OLG licensing, signed contracts among others
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 and drive ownership and alignment of strategic objectives; 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.
While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.
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 [email protected] 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.
Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact [email protected], 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.
