Business Director of Contact Center & Remote Monitoring

Job Type: Full-time, Permanent
Location: Montreal, QC

We are looking to expand our team! Dehumidified Air Solutions, the leading manufacturer of indoor pool and grow room dehumidifiers in North America, is seeking a Business Director of Contact Center & Remote Monitoring to join the Dehumidified Air Services team at our Montreal, Quebec location. Dehumidified Air Services is North America’s largest manufacturer-direct dehumidifier service organization.

Position Summary

Dehumidified Air Services is seeking a Director-level leader with progressive, on-the-spot, critical thinking ability, who will apply experience and education in a highly self-directed and fast-paced environment. You will be joining an entrepreneurial team with a corporate culture seeking to expand both new and existing customers. The Business Director is responsible for the P&L, overall growth, and management of the following areas of the Dehumidified Air Services segment:

  • Contact Center: Offering general and technical support
  • Warranty Management: Diagnosing and processing warranty claims
  • IoT-based Remote Monitoring & Management (RMM): Paid subscription-based service

The ideal candidate will demonstrate strong skills in contact center operations management, warranty management framework, and business development in driving revenue growth in a contact center environment.

This role involves strategic planning, managing people, selling, leveraging technology, and improving processes. You will be working directly with the General Manager of the business unit and executive leadership team to ensure that you and your team are driving performance, increasing profitability, and ensuring cross-functional strategic alignment.

Primary Duties and Responsibilities

Leadership:

  • Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real-time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
  • Teach, train, promote, and maintain a best-in-class, professional, service-oriented company image to ensure safe, efficient, and courteous service to our customers
  • Participate in business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
  • Provide coaching and mentorship to the department and counsel to the General Manager and executive leaders to implement objectives that align with business goals

Contact Center Operations:

  • Oversee adherence to call opening and closing scripts to maintain best-in-class telephone and email-based customer care etiquette
  • Develop a culture of excellence and white-glove service for VIP customers
  • Participate in emergency management and L2/L3 escalations
  • Have a deeply operational mindset and make decisions based on data and Voice of Customer
  • Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean Kaizen activities, and other Six Sigma initiatives
  • Drive efficiency and effectiveness by eliminating NVA (non-value add) activities and into a sustainable business by maximizing digitization efforts
  • Formulate goals and plans to implement Contact Center best practices, including new technologies to reduce cost and increase customer happiness; this includes Calendar/ Appointment Management system, Interactive Voice Response system, etc.
  • Develop, implement, monitor, and report KOMs such as FCR, ART, NPS, CSAT, DSAT, etc. to drive customer experience, service levels, cost targets, employee performance, and reward and recognition systems
  • Accept accountabilities for all aspects of the customer interface from initial touchpoint through final billing

Warranty Process Management:

  • Oversee parts and labor warranty process management to achieve industry-leading processing (resolution) times
  • Educate and manage customer expectations proactively through effective communication and implementation of warranty management framework
  • Review and manage the parts & labor warranty reimbursement and workmanship policies and ensure that people, processes, and technologies are aligned to support the customer
  • Monitor performance on all claims and resolve using the most cost-effective solution available
  • Enforce staff to research and identify failure modes and log defect codes on the claim in CRM tool
  • Participate in discussions with Operations, Quality, Engineering, and Sales to resolve issues

Sales:

  • Has a thorough understanding of P&L and is a steward of numbers – manages costs, ROI on CAPEX/OPEX, ensures financial forecasts are delivered on time and financial targets are met
  • Work hand-in-hand with Remote Monitoring Product Manager to build foundational team, product strategy, market strategy, to scale and grow the RMM platform
  • Create an aggressive solicitation and business development strategy, for both new prospects and existing clients, that ensures a healthy sales pipeline
  • Execute an effective outreach strategy that includes but is not limited to cold calls and e-mails
  • Evaluate the marketing program and pricing effectiveness through frequent sales and margin analysis
  • Develop and maintain contact with top decision makers at key clients and potential prospects
  • Strategize with executive-level leadership, Sales, and Marketing teams on approaches for different buyer audiences, products, and services
  • Create and present (or oversee others in presenting) customized sales presentation to a wide range of audiences and participate in client meetings

Education and Experience Qualifications

  • Some PG Degree or Diploma in Business; Six Sigma Green/Black Belt is an asset 
  • 10+ years of success in customer experience or contact center or remote monitoring business
  • 8+ years of success in managing people and leadership development (teams across US and CA)
  • Experience working with sales representatives/distributors (B2B), contractors (B2B2B), and end users (B2C) is preferred
  • Certified Call Center Manager (CCCM) or equivalent qualification is a plus, but not mandatory

Required Skills

  • Results-driven and career-focused individual with an entrepreneurial spirit and a strong desire to be successful
  • A detailed understanding of call center, contact center, and/or service-sales business operations
  • Experience managing P&L and a demonstrated track record in a high-growth environment
  • A demonstrated track record of building/growing a high-performance team
  • Has developed scalable CX or contact center business practices, teams, and methodologies
  • “Outside of the box” strategist that loves solving unique challenges
  • Able to multitask between strategic thinking and tactical activities naturally on a regular basis
  • Ability to craft a short-term (30/60/90 days) and long-term strategy (12/24 months) for contact center and remote monitoring teams
  • Proven experience in creating the best possible customer journey and executing/delivering on it
  • Highly skilled in standard office software (MS Office, SharePoint, etc.) and any CRM solution
  • Ability to travel 15-20% between US and Canada

Salary and Benefits

  • Competitive salary
  • Medical coverage
  • Pharmaceutical coverage
  • Dental coverage
  • Vision coverage
  • Paid vacation
  • Ongoing training
  • RRSP matching

How to Apply

We invite all interested candidates to send a resume and cover letter to employment@dehumidifiedairsolutions.com with the position you’re applying for in the subject line of your email. 

Thank you to all applicants. However, only those selected will be contacted.