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[Remote] Contact Center Enablement Lead, BMO GAM
Note: The job is a remote job and is open to candidates in USA. BMO is a financial group committed to creating lasting, positive change for customers and communities. The Contact Centre Enablement Lead supports high-quality service delivery by coordinating product and service vision, operational needs, and team capability within the contact centre while supervising a small team focused on service application support and continuous improvement.
Responsibilities
- Support the definition of the product and service vision, translating them into clear plans, milestones and , MVP (Minimum Viable Product)
- Translate operational needs into clear requirements, defined workflows, and user stories
- Own and prioritize product backlogs, ensuring alignment with operational needs, client and employee experience goals
- Act as a bridge between stakeholders, service management, technical teams, vendors, compliance and risk, ensuring ongoing flow of communication
- Lead and participate in UAT, pilots and phased rollouts
- Lead, coach and develop a small team responsible for service application support, workforce planning, knowledge management and training
- Oversee the establishment of and maintenance of a structured knowledge management framework as well as the development and delivery of service training
- Work collaboratively with contact centre lead and other stakeholders to support adoption, reinforce best practices and address change impacts
- Monitor, evaluate and recommend improvement to tools, processes, knowledge and team practices to strengthen operational effectiveness and service delivery
- Foster a collaborative, client-focused, data driven team culture
- Works independently on a range of complex tasks, which may include unique situations
- Broader work or accountabilities may be assigned as needed
Skills
- Post-secondary degree in Business or a related field of study
- Experience supporting service delivery initiatives, system enhancements or operational improvements, preferably within a contact centre, service operations
- Strong understanding of operational functions within the Wealth Management business
- Experience with SaaS tools, including but not limited to Salesforce.com, and integration with other customer service operations management systems
- Strong program management skills with exposure to agile delivery environments using Jira and Confluence tools
- Proficient in Microsoft Office and comfortable leveraging technology to optimize processes
- Comfort with ambiguity and ability to bring order, structure and clarity to evolving environments
- Strong analytical and problem-solving capabilities, leveraging data to inform decisions and optimize outcomes
- Creative thinker with the ability to translate operational challenges into effective service solutions
- Proven ability to lead and influence cross-functional teams to deliver business objectives
- Proven ability in team development and people management; skilled at motivating teams while maintaining a client-first, risk-aware culture
- Outstanding verbal and written communication skills with a proven ability to build strong relationships across stakeholders
- Strong prioritization, decision-making, and organizational skills
Benefits
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
Company Overview
Company H1B Sponsorship