Spécialiste Principal, Centre de contacts, amélioration continue et transformation | Principal Specialist – Contact Center Continuous Improvement & Transformation

RTX
Canada
Workplace: OnsiteFull timeFunction: Industrial, Process & Manufacturing EngineeringExperience: 5+ yearsEducation: bachelorsSkills: ["Analytical","Problem-solving","Communication","Organizational","Collaboration"]

Support Contact Center operations by implementing transformation initiatives and improving customer experience. Design, optimize, and standardize contact-center processes and workflows with cross-functional teams, using data to identify issues and recommend improvements. Assess risks and dependencies to support business continuity and operational readiness. Spend 30% of time as a bilingual agent handling inquiries by phone and email, and maintain knowledge resources and documentation to enable consistent service.

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FursaFursa
RTX
RTX
1 day ago

Spécialiste Principal, Centre de contacts, amélioration continue et transformation | Principal Specialist – Contact Center Continuous Improvement & Transformation

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 day agoStatus: Live

Job Summary

Support Contact Center operations by implementing transformation initiatives and improving customer experience. Design, optimize, and standardize contact-center processes and workflows with cross-functional teams, using data to identify issues and recommend improvements. Assess risks and dependencies to support business continuity and operational readiness. Spend 30% of time as a bilingual agent handling inquiries by phone and email, and maintain knowledge resources and documentation to enable consistent service.
Location: Canada
Workplace: Onsite
Employment Type: Full time
Job Function: Industrial, Process & Manufacturing Engineering
Seniority: Mid level

Key Responsibilities

  • •Coordinate the transition of low-complexity service activities to the Contact Center and align with operational and customer experience objectives.
  • •Design, optimize, and standardize contact-center processes and workflows with cross-functional teams to improve service quality and operational efficiency.
  • •Analyze trends, operational performance, and workflow challenges to identify improvement opportunities and deliver data-driven recommendations.
  • •Assess risks, dependencies, and operational impacts of transformation and process changes; propose mitigations to support business continuity and operational readiness.
  • •Act as a bilingual Contact Center agent 30% of the time (phone/email support) and translate customer feedback into process, tools, training, and knowledge-content improvements.

Pay and Benefits

Perks:PensionHealth InsuranceTelemedicineGym MembershipChildcareFree ParkingPublic Transit

Key Requirements

  • •University degree in Business Administration, Management, Operations, Industrial Engineering, or a related field, with at least 5 years of relevant experience (or equivalent education/experience).
  • •Experience in continuous improvement, process optimization, business transformation, operations, customer service, or a Contact Center environment.
  • •Experience implementing operational or transformation initiatives with multiple teams/functions across an organization.
  • •Strong analytical and problem-solving skills to analyze processes and identify improvement opportunities.
  • •Strong communication, organizational, and collaboration skills to manage multiple priorities, influence stakeholders, and adapt in a fast-paced environment.
Experience:5+ yearsContinuous improvementProcess optimizationBusiness transformationCustomer serviceContact center
Education:Bachelor's in Business Administration, Management, Operations, Industrial Engineering, or related field
Skills:AnalyticalProblem-solvingCommunicationOrganizationalCollaboration

Company Brief

RTX
Designs, manufactures, and services aerospace and defense systems, including aircraft engines, avionics, aerostructures, missiles, and cybersecurity solutions for commercial, military, and government customers worldwide.
Industry: Aerospace Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Arlington, United States
Founded: 2020
Website