Call Centre Process & Field Operations Leader

Job Description SummaryThe Call Centre Process & Field Operations Leader provides leadership and operational oversight for Call Centre processes and the digital tools and workflows that support customer and service operations in Canada. The role partners across the Call Centre, Field Service, Technical Support, Digital Technology, and regional/global process teams to improve execution, process consistency, data quality, and customer experience.

This role leads process improvement, digital solution deployment, testing, change management, and ongoing operational support across platforms and processes including ServiceMax, Sierra AI, Service Authorization, Service Board, Express Service Requests, MyGEHealthCare, and customer communication technologies.

Job Description

Key Responsibilities

Call Centre Process Leadership & Continuous Improvement

• Provide operational leadership and governance for Call Centre processes, workflows, and supporting technologies.
• Investigate process execution issues, identify gaps, and coordinate corrective actions with Call Centre, Technical Support, Field Service, and other stakeholders.
• Develop and maintain standard processes and documentation, incorporating stakeholder feedback and lessons learned.
• Identify opportunities to simplify workflows, improve process compliance, reduce rework, and enhance the customer and employee experience.

Digital Solutions, ServiceMax & Technology Deployment

• Represent Canadian operations in the design, testing, implementation, and continuous improvement of digital and technology-enabled service solutions.
• Lead Canadian requirements and operational readiness for solutions including ServiceMax, Sierra AI, Express Service Requests, MyGEHealthCare, Genesys, and other evolving digital capabilities.
• Translate operational requirements into functional requirements, user stories, test scenarios, and acceptance criteria.
• Coordinate functional testing, user acceptance testing, implementation readiness, and post-launch support, including appropriate English and French-language testing where required.
• Partner with regional and global product and process teams to resolve defects, address process gaps, and ensure solutions support Canadian business requirements and effective Call Centre and Field Service workflows.

Service & Field Process Ownership

• Lead or support key processes that span Call Centre and Field Service operations, including but not limited to:
  • Service Authorization and Purchase Order processes, including Canadian requirements, approval workflows, templates, and system integration.
  • Service Board processes, with emphasis on Field Service Representative start/stop time and calendar accuracy.
  • Express Service Requests, including functional support, workflow improvements, and system integration requirements.
  • MyGEHealthCare, including operational requirements and integration testing.
• Work cross-functionally to resolve process gaps affecting customer interactions, service execution, authorization, dispatch, Field Service activities, and supporting workflows.
• Establish clear process ownership, documentation, escalation paths, and operational expectations for assigned processes.

Required Qualifications

• Bachelor’s degree in business, operations, technology, engineering, healthcare administration, or a related discipline, or equivalent relevant experience.
• 5+ years of experience in Call Centre operations, Field Service, customer service, process management, digital operations, or a related operational environment.
• Demonstrated experience leading cross-functional process improvement or technology-enabled change initiatives.
• Experience translating business needs into workflows, functional requirements, user stories, test scenarios, or acceptance criteria.
• Experience with system testing, user acceptance testing, implementation readiness, and post-launch support.
• Strong understanding of customer and service-delivery processes such as customer contact, dispatch, service requests, customer authorization, purchase orders, scheduling, and Field Service execution.
• Strong communication, organizational, problem-solving, and project-management skills.
• Demonstrated ability to influence and drive results within a cross-functional, matrixed organization.

Desired Characteristics

• Experience with ServiceMax or another Field Service Management platform.
• Experience in a Call Centre, customer contact centre, dispatch, or Field Service environment.
• Experience with digital customer-service platforms, artificial intelligence-enabled solutions, mobile applications, or customer self-service technologies.
• Experience supporting system implementations, user acceptance testing, operational readiness, and post-launch stabilization.
• Demonstrated ability to simplify complex processes and translate them into practical operational requirements.
• Strong customer focus with the ability to balance customer experience, operational effectiveness, financial controls, and technology requirements.
• Strong collaboration and influencing skills, particularly when working across functional, regional, and global teams.
• French-language capability or experience supporting bilingual Canadian operations is an asset.

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Additional Information