Recrute Action
1 year ago
Program Manager – IT IV (Contact Centre Transformation)
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Company information
- Company
- Recrute Action
- Location
- Canada, Ontario, Toronto, East York Canada
- Posted
- 1 year ago
Job description
Program Manager – IT IV (Contact Centre Transformation)
Strategic contract role in the insurance industry focused on large-scale contact centre transformation. Drive global technology initiatives using AWS, Genesys, MS Teams, and GenAI in a hybrid Toronto-based environment. Collaborate with senior stakeholders and influence enterprise-wide digital change.
What is in it for you:
• Salaried: $90-95 per hour.
• Incorporated Business Rate: $110-115 per hour.
• 3-month contract (37.5 hours/week).
• Location: Toronto, ON.
• Schedule: Monday to Friday, 9am–5pm.
• Hybrid: 3 days per week in-office.
• Potential for extension or permanent hire.
Responsibilities:
• Manage program scope, timeline, and resources to deliver technical outcomes in a large-scale contact centre transformation.
• Coordinate multiple technical sub-workstreams from initiation to implementation.
• Engage cross-functional internal stakeholders and external vendors to define and execute a technology roadmap beyond 2026.
• Maintain and contribute to program RAID logs, assess risks and issues, and recommend mitigating actions.
• Prepare executive-level presentations and workstream updates.
• Identify areas for improvement in processes and architecture, providing recommendations to leadership.
• Ensure effective and timely communication with teams, sponsors, and leadership.
• Define technical resource needs, establish goals, and support team development.
• Document lessons learned to guide future initiatives.
• Share expertise and documentation practices across delivery teams.
• Maintain a strategic perspective with a strong vision for alternative delivery approaches.
What you will need to succeed:
• A post-secondary degree and/or Master’s in Business, Engineering, Computer Science, or an equivalent field.
• Demonstrated experience in contact centre technology program delivery and change management.
• Expertise in communicating technical concepts to non-technical audiences, with strong oral and written communication skills.
• Proficiency in Microsoft PowerPoint and Excel.
• Strong business acumen with the ability to engage executive stakeholders effectively.
• Comfortable collaborating across time zones, including with teams in Asia.
• Strong influencing and collaboration skills.
• Excellent attention to detail with the ability to multitask and manage priorities.
• Proficiency in PowerBI, SharePoint, and other program management tools is an asset.
• Experience integrating business and technology teams is preferred.
• Knowledge of emerging contact centre technologies.
• Familiarity with working across global regions and time zones.
Why Recruit Action?
Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.
# MFCJP00015479
Strategic contract role in the insurance industry focused on large-scale contact centre transformation. Drive global technology initiatives using AWS, Genesys, MS Teams, and GenAI in a hybrid Toronto-based environment. Collaborate with senior stakeholders and influence enterprise-wide digital change.
What is in it for you:
• Salaried: $90-95 per hour.
• Incorporated Business Rate: $110-115 per hour.
• 3-month contract (37.5 hours/week).
• Location: Toronto, ON.
• Schedule: Monday to Friday, 9am–5pm.
• Hybrid: 3 days per week in-office.
• Potential for extension or permanent hire.
Responsibilities:
• Manage program scope, timeline, and resources to deliver technical outcomes in a large-scale contact centre transformation.
• Coordinate multiple technical sub-workstreams from initiation to implementation.
• Engage cross-functional internal stakeholders and external vendors to define and execute a technology roadmap beyond 2026.
• Maintain and contribute to program RAID logs, assess risks and issues, and recommend mitigating actions.
• Prepare executive-level presentations and workstream updates.
• Identify areas for improvement in processes and architecture, providing recommendations to leadership.
• Ensure effective and timely communication with teams, sponsors, and leadership.
• Define technical resource needs, establish goals, and support team development.
• Document lessons learned to guide future initiatives.
• Share expertise and documentation practices across delivery teams.
• Maintain a strategic perspective with a strong vision for alternative delivery approaches.
What you will need to succeed:
• A post-secondary degree and/or Master’s in Business, Engineering, Computer Science, or an equivalent field.
• Demonstrated experience in contact centre technology program delivery and change management.
• Expertise in communicating technical concepts to non-technical audiences, with strong oral and written communication skills.
• Proficiency in Microsoft PowerPoint and Excel.
• Strong business acumen with the ability to engage executive stakeholders effectively.
• Comfortable collaborating across time zones, including with teams in Asia.
• Strong influencing and collaboration skills.
• Excellent attention to detail with the ability to multitask and manage priorities.
• Proficiency in PowerBI, SharePoint, and other program management tools is an asset.
• Experience integrating business and technology teams is preferred.
• Knowledge of emerging contact centre technologies.
• Familiarity with working across global regions and time zones.
Why Recruit Action?
Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.
# MFCJP00015479
Required skills
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