Provide workforce management support for a Technical Help Desk environment operating on a 24/7 and 365 basis, including scheduling, forecasting, capacity planning, reporting, and workforce optimization.
Compensation
Pay Rate: C$30.00–C$35.00 / Hour (CAD)
Responsibilities
Build and maintain schedules for help desk agents
Manage vacation planning and workforce allocation
Perform capacity planning activities on weekly, monthly, and annual horizons
Monitor real-time operational performance and staffing requirements
Manage attendance exceptions and schedule adherence
Requirements
Nice to have: Power BI
Nice to have: Power Automate
Nice to have: Additional workforce management platforms
Nice to have: Technical Help Desk workforce management experience in large enterprise environments
Provide high‑quality administrative support for scheduling and coordinating clinical procedural areas such as Theatre, Cath Lab and Interventional Radiology
Collaborate with departments, patients, consultants and their teams to ensure a smooth patient journey
Provide Level 1 operational and system support for telephony and contact center environments, troubleshooting issues, incident management, and production support.
Compensation
This position offers a competitive compensation and benefits package designed to support your wellbeing, growth, and work–life balance. While specific benefits may vary by country and employee level, offerings generally include competitive salary opportunities, performance-based bonuses, comprehensive benefits, and ongoing training and development resources.
The Adult Telecom Advanced Practice Clinician (APC) provides high-quality, patient-centered telephonic and virtual clinical care for adult patients during overnight hours, weekends, holidays, and other designated coverage periods.
Responsibilities
Evaluate and manage patient concerns through telephone and virtual encounters
Assess symptoms, determine acuity, and provide clinical recommendations using evidence-based guidelines
Facilitate appropriate disposition, including home care, urgent care evaluation, emergency department referral, or provider follow-up
Manage urgent, high-priority, and routine patient calls in accordance with department policies
Review and address abnormal laboratory and diagnostic results when assigned
Work directly with Google’s most strategic customers on critical conversational AI projects to help them transform their contact centers using Google’s Contact Center AI (CCAI) solution. Build conversational interfaces and virtual agents for customers.
Responsibilities
Build virtual agent solutions on Google’s core conversational AI platforms such as Dialogflow.
Work with customer technical leads, client executives, and partners to scope, manage and deliver successful implementations of contact center AI solutions becoming a trusted advisor to decision makers throughout the engagement.
Codify best practices into reusable methodologies and thought leadership assets with cross-functional teams.
Drive successful client outcomes by managing project scope, priorities, and stakeholder alignment.
Influence product evolution by advocating customer needs and resolving adoption challenges.
Requirements
Bachelor's degree in Computer Science or equivalent practical experience
Nice to have: Google Cloud certification as a Professional Machine Learning Engineer
Nice to have: Google Cloud certification as a Professional Cloud Architect
Operational Support Analyst I (USFCMBH)NewFarmers Insurance
Advanced Practice Clinician (NP-MNA/PA) - Adult TelehealthUnitedHealth Group · Remote, US
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