Call Centre Process & Field Operations Leader
Core
Lead operational oversight and process improvement for Call Centre and Field Service operations, managing digital workflows and tools to enhance customer experience and service execution.
Role type
Senior IC operations leader (Call Centre & Field Service)
Builds
Digital service solutions, standardized operational workflows, and integrated support processes for Canadian operations
Domain
Healthcare services / Customer service operations / Field Service Management
Required skills
Process improvement, cross-functional leadership, workflow design, UAT coordination, system integration, stakeholder management, bilingual operations support
Preferred skills
ServiceMax platform experience, AI-enabled solution deployment, mobile application support, complex process simplification
Technologies
ServiceMax, Sierra AI, Service Authorization, Service Board, Express Service Requests, MyGEHealthCare, Genesys
Responsibilities
Provide operational governance for Call Centre processes and supporting technologies; Lead design, testing, and implementation of digital service solutions; Own key processes spanning Call Centre and Field Service including authorization and dispatch workflows; Coordinate functional and user acceptance testing for new capabilities; Establish process documentation and escalation paths
Seniority
Senior, hands-on IC
