Call Centre Process Improvement Leader
Job Description & How to Apply Below
Lead Call Centre process improvement and digital operations for Canadian customer and service workflows, working remotely across cross-functional teams.
This leader governs Call Centre processes, supporting technologies, and operational consistency. The work spans Service Max, Sierra AI, Express Service Requests, and MyGEHealth
Care. You will translate business needs into requirements, coordinate testing, and support implementation readiness.
- Provide governance for Call Centre workflows and supporting technologies
- Investigate execution issues and coordinate corrective actions
- Maintain standard processes and operational documentation
- Identify workflow simplification and compliance improvements
- Support digital solution deployment and post-launch operations
- Bachelor’s degree or equivalent relevant experience
- Five or more years in Call Centre or related operations
- Experience leading cross-functional process improvement initiatives
- Ability to develop requirements, user stories, and test scenarios
- Strong communication, organization, and problem-solving skills
Apply process governance, digital deployment, and testing expertise to improve Canadian Call Centre and customer service operations.
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