• Lead end-to-end operations for rebate fulfillment and customer service delivery programs across multiple utility clients. • Directly supervise a team of 4–6 Program Managers and indirectly manage a workforce of 50–60 employees in a fast-paced, time-sensitive environment. • Partner closely with the Delivery Director to ensure departmental goals, initiatives, and program designs are effectively implemented across Client Services teams. • Design, develop, maintain, and continuously improve departmental reports, dashboards, and operational tools. • Develop, implement, and maintain quality assurance protocols to ensure consistent service excellence. • Ensure production and call center performance meets internal and external KPI targets; make intraday, weekly, and monthly adjustments as needed. • Foster a strong, inclusive team culture focused on recognition, accountability, professional development, and engagement. • Oversee department safety compliance and timecard accuracy. • Ensure employee and supervisor coaching, performance, and interaction metrics meet established KPIs. • Leverage historical and real-time data to ensure appropriate staffing levels across call queues and production workflows. • Collaborate cross-functionally with Account Management, Reporting, Recruiting, Training, and Continuous Improvement teams. • Lead problem resolution efforts, working across teams to address operational and client-facing challenges. • Analyze staffing needs and attrition trends to ensure departmental KPIs are achieved within budget constraints. • Support business development initiatives, including proposal reviews, best-and-final responses, and client presentations.

• Manage daily staff activities to ensure same-day processing of all received rebate applications and first-call resolution for customer service inquiries. • Oversee daily customer service adherence and performance goals to meet and support client service-level agreements. • Monitor and evaluate customer service calls, providing regular coaching and quality feedback to team members. • Coach staff toward daily processing, accuracy, and data-entry goals. • Handle customer escalations and complex inquiries to drive timely and effective resolution. • Engage in team-building activities that reinforce understanding and achievement of key performance indicators (KPIs). • Deliver program-specific training, including policy and procedure reviews, for supported programs. • Develop and execute action plans to meet and exceed established KPIs. • Test customer service systems, databases, and processes prior to program launches or changes. • Identify and recommend continuous improvement opportunities to enhance efficiency and service quality. • Evaluate existing procedures and collaborate with internal teams to implement process improvements. • Perform other duties as assigned.

• Deliver exceptional customer support to French-speaking clients in the automotive insurance sector through various communication channels. • Assist customers with inquiries about insurance policies and claims, providing accurate and timely information. • Document customer interactions meticulously in our CRM system. • Collaborate with team members to achieve service goals and maximize customer satisfaction. • Participate in ongoing training and development to continuously enhance your knowledge of insurance products and processes.

- Offer outstanding customer support to French-speaking clients through various communication channels, including phone, email, and live chat. - Assist customers with inquiries related to luxury products and services, providing expert knowledge and resolution. - Maintain accurate records of customer interactions in our CRM system. - Work collaboratively with team members to achieve service goals and enhance customer satisfaction. - Participate in ongoing training and development to stay informed about luxury brand offerings and industry trends.