Call Centre Leader – Process & Field Operations

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide leadership and oversight for Call Centre processes, workflows, and associated technologies.

• Investigate issues related to process execution, identify shortcomings, and coordinate corrective measures with the Call Centre, Technical Support, Field Service, and other stakeholders.

• Develop and maintain standardized processes and documentation.

• Identify opportunities to streamline workflows, enhance process compliance, minimize rework, and improve both customer and employee experiences.

• Represent Canadian operations in the design, testing, implementation, and ongoing enhancement of digital and technology-enabled service solutions.

• Lead Canadian requirements and operational readiness for ServiceMax, Sierra AI, Express Service Requests, MyGEHealthCare, Genesys, and other digital capabilities.

• Translate operational needs into functional requirements, user stories, test scenarios, and acceptance criteria.

• Coordinate functional testing, user acceptance testing, implementation readiness, and post-launch support, including testing in English and French when necessary.

• Collaborate with regional and global product and process teams to resolve defects and address process gaps.

• Lead or assist with Service Authorization and Purchase Order processes, Service Board processes, Express Service Requests, and MyGEHealthCare.

• Work across functions to address gaps impacting customer interactions, service execution, authorization, dispatch, Field Service activities, and supporting workflows.

• Establish process ownership, documentation, escalation paths, and operational expectations.

⛳️ Requirements

• A Bachelor’s degree in business, operations, technology, engineering, healthcare administration, or a related field, or equivalent relevant experience.

• Over 5 years of experience in Call Centre operations, Field Service, customer service, process management, digital operations, or a related operational environment.

• Proven experience in leading cross-functional process improvement or technology-enabled change initiatives.

• Experience in translating business needs into workflows, functional requirements, user stories, test scenarios, or acceptance criteria.

• Familiarity with system testing, user acceptance testing, implementation readiness, and post-launch support.

• Strong understanding of customer and service-delivery processes, including customer contact, dispatch, service requests, customer authorization, purchase orders, scheduling, and Field Service execution.

• Excellent communication, organizational, problem-solving, and project management skills.

• Ability to influence and drive results within a cross-functional, matrixed organization.

• Proficiency in French or experience in supporting bilingual Canadian operations is an advantage.

🏝️ Benefits

• Full-time employment.

• Remote work arrangement.

• Relocation assistance not provided.