Spécialiste Principal, Centre de contacts, amélioration continue et transformation | Principal Specialist – Contact Center Continuous Improvement & Transformation

RTX•Longueuil, QC

5d•Onsite

About The Position

This role contributes to enhancing the customer experience by supporting Contact Center operations, optimizing its processes and tools, and delivering efficient, consistent, and professional customer service worldwide. The position involves contributing to the implementation of internal strategies and transformation initiatives by coordinating the transition of low-complexity service activities to the Contact Center, ensuring alignment with operational and customer experience objectives. It also includes designing, optimizing, and standardizing processes and workflows in collaboration with cross-functional teams to improve service quality, operational efficiency, and customer experience. The specialist will analyze trends, operational performance, and workflow challenges to identify improvement opportunities and provide data-driven recommendations. They will assess risks, dependencies, and operational impacts associated with transformation initiatives and process changes, propose mitigation measures, and contribute to business continuity and operational readiness. A significant part of the role (30%) involves acting as a bilingual Contact Center agent, providing professional support by phone and email, handling inquiries using established processes and systems, and completing required follow-ups. The specialist will translate observations and customer feedback into improvement opportunities by partnering with internal teams to address recurring issues and enhance processes, systems, tools, training, and support content. Additionally, they will develop and maintain Contact Center operational documentation and knowledge resources, including procedures and work instructions, ensuring accuracy, consistency, and accessibility. Finally, the role contributes to change adoption and stakeholder engagement by supporting communications, training, testing, operational readiness activities, and cross-functional coordination, and by escalating significant risks, issues, and improvement opportunities.

Requirements

University degree in Business Administration, Management, Operations, Industrial Engineering, or a related field, with at least 5 years of relevant experience, or an equivalent combination of education and experience
Experience in continuous improvement, process optimization, business transformation, operations, customer service, or a Contact Center environment
Experience implementing operational or transformation initiatives in collaboration with multiple teams or functions across an organization
Strong analytical and problem-solving skills, with the ability to analyze processes, identify improvement opportunities, and develop practical solutions
Strong communication, organizational, and collaboration skills, with the ability to manage multiple priorities, influence stakeholders, and adapt to a fast-paced and evolving environment

Responsibilities

Contribute to the implementation of internal strategies and transformation initiatives by coordinating the transition of low-complexity service activities to the Contact Center, while ensuring alignment with operational and customer experience objectives
Design, optimize, and standardize processes and workflows in collaboration with cross-functional teams to improve service quality, operational efficiency, and customer experience
Analyze trends, operational performance, and workflow challenges to identify improvement opportunities and provide data-driven recommendations aligned with organizational needs
Assess risks, dependencies, and operational impacts associated with transformation initiatives and process changes, propose mitigation measures, and contribute to business continuity and operational readiness
Work as a bilingual Contact Center agent 30% of the time, providing professional support by phone and email, handling inquiries using established processes and systems, and completing required follow-ups
Translate observations and customer feedback into improvement opportunities by partnering with internal teams to address recurring issues and enhance processes, systems, tools, training, and support content
Develop and maintain Contact Center operational documentation and knowledge resources, including procedures and work instructions, ensuring they remain accurate, consistent, and accessible
Contribute to change adoption and stakeholder engagement by supporting communications, training, testing, operational readiness activities, and cross-functional coordination, and by escalating significant risks, issues, and improvement opportunities