Global Excel Management Inc.

Workforce Management Director

Job Locations CA-QC-Sherbrooke
Regular Full-Time

Job Description

At Global Excel, we believe in challenging the status quo, do you? We run a multi-site, multi-channel contact center that offers round-the-clock support to those in need. We believe in the importance of offering the best possible service when it’s needed most. Are you looking for an opportunity to join a great team and make a difference? If so, this may be the position for you!


Global Excel is a full-service cost containment, claims management and medical assistance company offering a complete range of services to international, Canadian and U.S. domestic clients. This position would focus on our North American locations in Sherbrooke, Montreal, Windsor, Miami and Mexico. As a growing and evolving multisite/multichannel organization, we are seeking a Workforce Management Director to lead the business implementation of the new Genesys telephony Cloud features and functionalities and oversee the optimization of our Contact Center operations.


        What does your typical day look like?

  • Implementation of new contact center technology with the business;
  • Customer experience optimization through contact centre technology and best practices;
  • Workforce management/contact center best practices and governance across teams and sites;
  • Developing and coaching a high-performance multisite workforce management team.
  • What skills and experience are we looking for? 
  • Extensive experience leading workforce management in a contact center;
  • Experience in an omnichannel and multisite environment;
  • Expertise in Genesys Cloud, Genesys Pure Connect, NICE or other contact center management systems;
  • Experienced in Lean Six Sigma or comparable process improvement discipline;
  • Advanced Excel skills;
  • University degree in Business, Information Technology or related field;
  • Strong verbal and written communication skills in English; French is an asset;
  • Experience utilizing Artificial Intelligence tools in a contact center would be an asset.

Status Quo _ EN

We offer you

  • Competitive wages.
  • Group health /dental benefits, RRSP matching.
  • Growth and advancement opportunities.
  • Hybrid working model.
  • Focus on health, wellness, and fitness initiatives with an excellent EAP program.
  • Global Excel is an industry leader, focused on sustainable growth and fostering a healthy employee culture. If you’re looking for a new challenge with a dynamic company, we look forward to hearing from you!

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