Provides leadership and operational oversight for Call Centre processes and the digital tools and workflows that support customer and service operations in Canada.
The pay range for this position is $90,000.00-$120,000.00 CAD Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, and location.
- Provide operational leadership and governance for Call Centre processes, workflows, and supporting technologies.
- Investigate process execution issues, identify gaps, and coordinate corrective actions with Call Centre, Technical Support, Field Service, and other stakeholders.
- Develop and maintain standard processes and documentation, incorporating stakeholder feedback and lessons learned.
- Identify opportunities to simplify workflows, improve process compliance, reduce rework, and enhance the customer and employee experience.
- Represent Canadian operations in the design, testing, implementation, and continuous improvement of digital and technology-enabled service solutions.
- Bachelor’s degree in business, operations, technology, engineering, healthcare administration, or a related discipline
- Nice to have: ServiceMax
- Nice to have: Sierra AI
- Nice to have: Genesys
- Nice to have: French-language capability
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