Job Description

We are looking to hire a Project Specialist - Contact Centre Operations for a great client in the health care industry located in Mississauga. The incumbent will be responsible for all projects within and impacting the Contact Centre, primarily responsible for the successful launch of corporate initiatives ensuring projects are delivered on-time, within scope and budget. They will represent the Contact Centre on all business-driven projects and be the conduit between the Corporate/Global project teams and Contact Centre teams/management.Responsibilities:- Manage the end to end execution of all tasks and planning for the Contact Centre deliverables on all Corporate/Global projects within Canada
- Prime contact and representative on all Corporate/Global and business run projects, providing feedback, decisions and risks to the business from the Contact Centre's perspective. This can include, process, staffing and budgetary impacts.
- Develop and manage effective project plans and supporting documentation for the Contact Centre on all initiatives
- Manage engagement and timelines with the project teams and subject matter resources, conduct regular project meetings to capture status updates, deliver tasks, drive progress, and identify risks
- Facilitate timely stakeholder meetings to provide updates and navigate questions/feedback for the project team
- Responsible for controlling risk by managing the deliverables, project team and stakeholder expectations, project/program scope, and take proactive actions to resolve problems
- Partner with Management and outside vendors to ensure appropriate staffing is in place and contingency plans are created to overcome operational challenges
- Regularly meet and actively work with Director level positions within the business as needed
- Create and optimize processes to achieve operating goals and objectives
- Build and foster cross functional relationships within the business
- Prepare all information and associated reports in a clear and concise mannerRequirements:- Bachelor's degree in a Relevant field is a must
- 3-5 years in project management/coordination within a contact centre and/or healthcare services/products industry
- Experience managing projects within a contact centre environment related to healthcare products and/or patient support are highly desired
- Exposure to managing projects related to call center operations including quality assurance, system maintenance, and process improvements and optimization
- Proficiency in project management methodologies and tools, and exposure to risk management, and budget oversight; ability to manage multiple project with different deadlines simultaneously
- Strong stakeholder engagement and liaison experience with both local, regional and global teams
- Proficiency in project management tools, experience with healthcare-related CRM systems, telephony solutions, and case management tools; strong Microsoft Office skills.
- Strong analytical, problem-solving, and organizational skills; ability to work independently, manage competing priorities, and implement process improvements in a fast-paced, highly regulated environment.
- Fluency in French and English (spoken and written) is strong assetTo apply, please send your resume to Vanessa Tran at vanessa.tran@quantum.ca.REFER AND EARN A $50 GIFT CARD! For more details, click here.Services de Gestion Quantum Ltxc3xa9eFounded in 1968 in Montrxc3xa9al, Quantum has established a strong reputation as the full-service human resource partner of choice for providing unique and effective recruitment solutions that meet our clients complex staffing needs. Our unwavering...

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