Call Centre Leader – Process & Field Operations

Job not on LinkedIn

🔥 18 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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GE HealthCare

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1892

🏥 Healthcare

💊 Pharmaceuticals

Healthcare • Medical Technology • Pharmaceuticals

GE HealthCare is a leader in precision care, dedicated to providing innovative technologies and integrated solutions that enhance healthcare services. As a stand-alone company, it focuses on imaging, ultrasound, and healthcare IT, empowering clinicians and improving patient outcomes through advanced medical technologies and personalized care solutions. With a significant investment in research and development, GE HealthCare aims to transform healthcare by making hospitals more efficient and therapies more precise.

📋 Description

• 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 • Identify opportunities to simplify workflows, improve process compliance, reduce rework, and enhance customer and employee experience • 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 ServiceMax, Sierra AI, Express Service Requests, MyGEHealthCare, Genesys, and other 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 English and French-language testing where required • Partner with regional and global product and process teams to resolve defects and address process gaps • Lead or support Service Authorization and Purchase Order processes, Service Board processes, Express Service Requests, and MyGEHealthCare • Work cross-functionally to resolve gaps affecting customer interactions, service execution, authorization, dispatch, Field Service activities, and supporting workflows • Establish process ownership, documentation, escalation paths, and operational expectations

🎯 Requirements

• 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 • 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 • Ability to influence and drive results within a cross-functional, matrixed organization • French-language capability or experience supporting bilingual Canadian operations is an asset

🏖️ Benefits

• Full-time employment • Remote work arrangement • Relocation assistance not provided

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