Job Title

Become a key leader in AI initiatives as a Digital Program Manager for a leading Canadian brand. This hybrid role focuses on transforming call centre quality processes through AI innovations. This 12-month contract position offers the opportunity to manage AI-driven projects within a global organizations Guest Support team. You will lead efforts to shift from manual quality assessments to automated reporting, impacting performance metrics and compliance. Your direct work with senior leadership and a diverse stakeholder group will be crucial for project success. Key Responsibilities: Lead AI call centre transformation initiatives Manage the transition to automated quality scoring Collaborate with senior leaders and stakeholders Evaluate AI use cases in coordination with enterprise teams Ensure compliance and effective change management Requirements: Strong contact centre operational experience Proven program management in complex environments Excellent executive communication skills Familiarity with quality metrics like CSAT and AHT Exposure to AI tools and reporting solutions Utilize your expertise in contact centre operations and program management to drive AI excellence. #J-18808-Ljbffr