Contact Center Business Analyst   The Contact Center Business Analyst is the business expert for the Contact Center Solutions. This position exists to provide one point of contact for the business application of Genesys Cloud as well as for all GEM Contact Center Solutions. They will act as liaison between the business and IT for all new line, IVR and configuration change requests. They will support all Contact Center teams across sites with their business needs such as training, support, optimization recommendations, configuration performance etc. The Contact Center Solutions Business Analyst will partner with business leaders to translate their business needs into functional requirements and system solutions. They will be responsible to write user stories and to lead user acceptance testing of change requests or projects. They will also support the implementation of new features and functionalities within the business units across GEM. Finally, the incumbent will closely partner with key stakeholders to ensure the collaboration and communication of changes impacting their area.   What does your typical day look like?   - Build document library for IVR maps and Genesys, user guides & training materials; - Document process for the New Line Request and IVR Change Request; - Create a standard template for the submission of new line and IVR configuration change request to ITSD; - Track IVR changes which includes effective and expiry dates for change requests; - Coordinate testing of new line or IVR changes; - Communicate changes to key stakeholders for changes impacting their area; - Support the implementation of new Genesys Cloud features or functionalities within the business; - Guide and coach business throughout the requirements gathering process; - Translate business needs into functional requirements (write user stories); - Participate in the design and execution of test cases to verify the conformance of delivered systems; - Ensure UAT is completed; - Provide go-live support to the business; - Monitor and assess the performance of Genesys Cloud configuration/routing and provide feedback and recommendations for improvement to the business; - Partner with the business to help translate their business needs into functional requirements and system solutions; - Foster a collaborative working relationship with key stakeholders’ groups such as SI IT and operational leaders /SME’s; - Join the Genesys community to stay up to date; - Stay current with Contact Center industry best practices and trends; - Document Genesys Cloud configuration best practices; - Standardize configuration best practices where possible; - Escalate requests for exceptions as appropriate; - Educate the business on Genesys Cloud best practices and change request process.   Major Challenges   - Collaborating with multiple stakeholders (multiple operational teams, IT, IS, external partners etc.); - Staying current with system functionalities; - Managing due dates and deliverables in a face paced environment.   What skills and experience are we looking for?      - Post-secondary degree in Business Administration or Information Technology or 2 years of related experience in a Business Analysis role preferably in a contact center; - At least 3 years of customer contact center experience; - Solid experience in Contact Centre technology (ie Call Routing/IVR, Genesys, NICE/ IEX, Avaya, Cisco etc); - Experience using chat, chatbots, SMS and automation would be an asset; - Proficiency with Microsoft Office tools (Word, Excel, PowerPoint, Project, Visio); - Very good verbal and written skills in English; French is an asset. - Highly self-motivated and directed; - Logical and efficient, with keen attention to detail; - Superior data gathering, elicitation, analytical and problem-solving skills; - Strong presentation and meeting management skills; - Very good communications skills and team work.   When you apply:   If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.  

Are you an analytical person who enjoys problem solving? Are you interested in working in a multilingual, dynamic, and friendly environment that encourages personal and professional development? We would love to meet you!   As a Customer Experience Analyst in the Customer Centric Office team, you will be responsible for maintaining the customer feedback catalogue as well as producing reports based on trends at a regular cadence. The Customer Experience Analyst will also participate in cross functional meetings and work closely with internal stakeholders to align reporting outputs to the business needs.   What does your typical day look like? - Draft customer journey maps by itemizing touchpoints for case studies, interview internal business partners, perform SWOT analysis on key touchpoints, and translate details into effective visualizations using tools such as Lucid and Power Point;  - Categorize feedback collected through surveys, prepare drafts for monthly business updates based on feedback trends, prepare briefs based on trends from feedback fro internal stakeholders, and clearly and concisely communicate analytical findings and insights to stakeholders; - Prepare customer experience KPI's report for corporate client business reviews, assist in deep dive analysis into abnormalities, gather feedback from users and stakeholders to identify improvement opportunities in reports and dashboards;  - Consistently maintain the customer feedback catalogue and produce complete and accurate customer journey reports on time;  - Participate in ad-hoc requests as per business need.  What skills and experience are we looking for? - Bachelor’s degree in marketing, communications, or other relevant fields; - Two years of experience working in a customer insights or voice of the customer role; - Intermediate level knowledge of Microsoft office (PowerPoint and Excel especially); - Exceptional attention to detail, ability to manage large amounts of data, while also possessing excellent presentation skills; - Written and verbal communication in both French and English (Spanish considered an asset). When you apply: If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.       

Are you a driven and dedicated individual? As a Night Case Coordinator, you will proactively provide support to insured members in emergency situations by coordinating and managing access to care worldwide while avoiding unnecessary costs. What does your typical night look like? - Identify solutions to customers and health care provider issues and inquiries by providing accurate information about benefits, our assistance services, and the claims process; - Provide support to families in need to assist them in coping with a difficult situation; - Monitor hospitalized and outpatient clients, update claim notes and keep record of decisions and accumulating costs. Set objectives to meet the needs of the client/insurer; - Work in collaboration with the Assistance and Case Management team (Case Coordinators and Medical staff) to provide seamless support and guidance to customers; - Initiate and coordinate medical patient transfer to promote client safety and contain costs.  What skills and experience do you need? - Available to work at night; - University Degree/College Diploma; - Post-Secondary education or certificate/college diploma in medical terminology or real world equivalent practical experience (preferred but not required); - Ability to work efficiently with people in a fast-paced, team-based environment; - Good problem-solving skills; - Show empathy, understanding, patience and attention to detail, while being professional and resourceful; - Autonomy and ability to take initiative in complicated situations; - Excellent organizational and time management skills; - Proficiency in the Microsoft suite of products; - Good understanding of world geography and current events; - Fluency in French (verbal and written) is mandatory.  

Case Coordinator - Case Management    Are you a driven and dedicated individual? As a Case Coordinator - Case Management on our Case Management Team, you will proactively provide support to insured members in emergency situations by coordinating and managing access to eligible medical benefits.      What does your typical day look like? - Monitor hospitalized and outpatient clients, update claim notes and keep record of decisions and cost to dates / reserves. Set objectives to meet the needs of the client/insurer; - Provide accurate and complete information to identify solutions to customers, health care facility/provider, and insurance partner inquiries by utilizing appropriate insurance policies and reference material; - Work closely with the Medical team, Managed Care, Case Coordinators, and other Global Excel departments when applicable; - Provide emotional support to families in need to assist them in coping with a difficult situation; - Initiate and coordinate medical patient transfer to promote client safety and contain costs as well as vehicle returns when needed; - Identify solutions to customers, facilities/providers issues, inquiries by providing accurate, reliable, and complete program information. - Reviewmedical billswritten in English  - Contacthealthcareprofessionalsfromaround the world  - Work closelywithteamsfromourWindsor, Ontario site   What skills and experience are we looking for? - University Degree/College Diploma; - Post-Secondary education or certificate/college diploma in medical terminology or real world equivalent practical experience (preferred but not required); - Excellent written and verbal communication skills with proven ability to communicate medical terms/concepts to diverse groups, including medical professionals and the general public; - Able to work independently or as part of a team; - Excellent organizational and time management skills; - Strong interpersonal skills - patient, calm and controlled demeanor; - Computer skills (Windows, Excel, data entry); - Good understanding of world geography and current events; - Able to multitask and handle fluctuating work volumes in a fast-paced, customer-focused environment; - Able to work various shifts and days of the week as required; - Ability to speak clearly and communicate well in English and French, both written and spoken are considered an asset.   When you apply:   If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.  

Compliance Analyst (Entry Level) The Compliance Analyst will assist in ensuring that Global Excel Management (and Affiliates) follow relevant regulatory requirements related to Information Security and Privacy, such as PCI-DSS, PIPEDA, and HIPAA. The Compliance Analyst will develop an understanding of the relevant regulatory frameworks and work with Information Technology and operations management staff to develop, execute, and monitor a compliance program to achieve company control objectives. In addition, the Compliance Analyst will work with company leadership and staff to update the corresponding procedural documentation, as required.    What does your typical day look like? - Maintain GEM’s corporate vendor management security program; - Complete new supplier due diligence and security review lifecycle; - Keep vendor list up to date within ISMS; - Develop an understanding of relevant information security standards and privacy standards, such as PCI-DSS, PIPEDA, HIPAA, etc. - Help with all GEM security and compliance. certifications/attestations (ISO, SOC, PCI, etc.); - Assist documenting new and existing business processes and security controls to ensure that company control objectives are being met; - Work with Information Technology, Finance, and Operations Management staff members to conduct internal information security and privacy reviews and help develop processes to ensure the company follows information security and privacy regulatory requirements; - Act as a liaison with external auditors in relation to information security audits;  - Facilitate meetings, annual walkthrough exercises, and discussion of remediation activities for any identified deficiencies; - Maintain Security & Compliance policy; - Track and facilitate remediation activities associated with Information Security; - Participate in internal risk assessment exercises; - Provide recommendations to management in relation to information security and privacy controls; - Prepare and oversight all quarterly entitlement reviews;       - Assist in establishing and enhancing relationships with leaders to build awareness and support for Information Security Program initiatives/deliverables; - Assist in developing awareness training required by security standards, contractual requirements, regulatory requirements, etc. - Manage the delivery of awareness training, monthly phishing exercises, quarterly security, and compliance newsletters, etc.      What skills and experience are we looking for?      - Post-secondary education in finance, business management, or similar field; - 3-5 years relevant work experience in a compliance; - Certifications in information security, security auditing, or similar discipline is a plus; - Management experience is an asset; - Experience with information technology, auditing, or process management not a necessity but an asset; - Experience with Information Security or Privacy standards such as PCI-DSS, PIPEDA, or HIPAA standards; - Experience related to information security, auditing, or process management; - Strong written and verbal communication and interpersonal skills; - Ability to work effectively with diverse groups of people at various levels within the organization; - Excellent attention to detail; - Excellent research skills; - Excellent organizational, time management and problem-solving skills; - Ability to work well independently as well as part of a team; - Ability to exercise good judgment and discretion when dealing with confidential information and matters; - Ability to adapt to changes in work environment, work assignments, and/or changes in priorities;  - Ability to communicate clearly and concisely.   When you apply:   If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.      

Subrogation Specialist Are you a people person with a knack for finding a solution to problems? Are you interested in working in a multilingual and friendly environment that encourages personal and professional development? We would love to meet you! As the Subrogation Specialist, you will be responsible for the management of all aspects of subrogation efforts on payable claims including the Evaluation of Potential, the Pursuit of Recovery as well as the Recovery of monies paid by GEM clients on medical claims.  What does your typical day look like? - Review and evaluate new claims for any potential subrogation opportunities; - Obtain and examine accident information and reports; - Contact corporate clients and/or insured persons in order to obtain information necessary to support subrogation efforts; - Coordinate subrogation claims with other insurance companies; - Negotiate settlements with other responsible parties; - Collect and deposit monies from other insurances/parties; - Assist claims department with obtaining details of accident occurrences for claims purposes; - Avert claims forwarded to other insurance that are deemed primary; - Performs additional task as required. What skills and experience are we looking for?           - College or University; - Minimum of 2 years of experience in a similar position; - Bilingual an asset (English and French); - Excellent English communication skills both written and spoken; - Excellent skills with MS Office (Excel, Word, PowerPoint, Outlook) and Internet; - Autonomous work; - Problem solving, investigative and negotiation skills; - Claims handling knowledge; - Knowledge of EDI considered an asset; - Ability to receive requests from multiple internal/external clients and prioritize accordingly;  - Ability to foster professional relationships.        

Are you a detail oriented person?Are you interested in working in a multilingual, dynamic, and friendly environment that encourages personal and professional development? We would love to meet you!   We are seeking a dynamic and experienced Developer Team Leader to play a pivotal role in leading our software development team. As a key member of our organization, you will be responsible for ensuring effective team management, project execution, and alignment with the company's strategic goals. The successful candidate will be passionate about fostering innovation and excellence in software development practices, emphasizing Agile methodologies, and leveraging modern programming languages and platforms.   What are the main responsibilities? - Become a Role Model: Motivate and inspire team members. - Keep the team focused and on track. - Coach and help develop team members. Facilitate problem solving and collaboration - Take ownership of project execution and ensuring alignment with our strategic objectives - This role includes the opportunity to act as a Product Owner for orphan products - Showcase your ability to drive product development without dedicated product management   What skills and experience are we looking for?         - Bachelor’s degree in Computer Science, Engineering, or related field. - A minimum of 10 years of experience in software development, including 3-5 years in a leadership role. - Proven experience with Agile and Scrum methodologies. - Experience in managing cross-functional and geo-distributed teams. - Knowledge of business needs.  This requires being involved in some of the key business and system changes. - Proficient in the use of the Microsoft Office suite of tools (ie Outlook, Word, Excel, Teams, Project, Visio…) - Strong organizational skills a must - Very strong analytical skills. - Demonstrated leadership ability, able to negotiate and motivate. - Strong communication skills. - Innovative and strategic thinker. - Ability to present ideas in business-friendly language. - Budget minded. - DevOps Oriented - Knowledge of C# and Azure an Asset - Fluency in English; French proficiency is advantageous.  

Case Coordinator - Primary Assistance (21.45$/h) Are you a people person with a knack for providing excellent customer service? Are you interested in working in a multilingual and friendly environment that encourages personal and professional development? We would love to meet you! As a Case Coordinator, you’ll be providing meaningful assistance to people globally, during travel-related medical and non-medical emergencies, thus making a difference in their lives. What does your typical day look like? - Open cases on the customer management system to assist clients throughout their medical emergency or other service needs. - Provide accurate and complete information to identify solutions to customer, health care facility/provider, and insurance partner inquiries by utilizing appropriate insurance policies and reference material. - Direct clients to appropriate medical providers, engaging third party affiliates and offering solutions for the lowest practical cost. - Appropriately handle, communicate, and exchange sensitive and confidential information in a professional manner, adhering to both company customer service guidelines and legislated privacy standards. - Provide emotional support to clients in need, to assist them in coping with a difficult situation. - Update case reserves/costs according to guidelines. - Outbound communication to health care facilities/providers, clients, insurance providers and other stakeholders to collect information related to travel insurance claims or to arrange direct billing payments.  What skills and experience are we looking for? - University degree or college diploma preferred, but not required. - Experience working in a customer service environment, contact center or medical, insurance/financial services. - Intermediate computer skills (Windows, Outlook, Excel). Including intermediate typing speed is required. - Bilingual French and English (verbal and written) an asset. - Strong attention to detail and critical thinking skills. - Good understanding of world geography and current events. - Must be willing and able to adapt to ongoing change and continuous learning. - Excellent verbal and written communication skills. - Strong interpersonal skills with a patient, calm and controlled disposition. - Able to work various shifts and days of the week including weekends and holidays as required.  When you apply: Note: Only applicants selected for an interview will be contacted.   If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.         

Are you a person with motivation to start in Accounting? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you! As an Administrative clerk, you’ll be providing administrative support and clerical support the Accounting/Finance department.  What does your typical day look like? - Providing administrative clerical support: - Provide internal mailing service; - Classified documents; - Maintain office supplies inventory. - Following up on provider reimbursements; - Deposit incoming payments; - Validating information; - Providing excellent customer service to both external and internal clients. What skills and experience are we looking for?                  - Studying in Accounting or Finance; - Accounting experience (1 year) or equivalent; - Excellent verbal and written communication skills (unilingual or bilingual); - Excellent knowledge of Microsoft Office and Accounting Software; - Process oriented; - Attention to detail. Additional information: - Location: Physical presence in the office is required for this role (73 Queen Street, Sherbrooke, Quebec); - Must be part of a COOP program; - Start date: May 6, 2024; - Duration: 15 weeks; - Full-time internship (40 hours per week).  

Customer service representative-Claim assistance (21.45$/H)   Are you a person withempathy?Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you!   As aCustomer Service Representative (CSR),you’llbe responsible for answering inbound calls. The CSR is responsible for backend claims and non-medical claims. Your role is to be an advocate for both the company and the client.    What are the main responsibilities?  - Take inbound calls from clients   - Take ownership of client complaints and advocate on behalf of both client and company  - Claim openings for medical files (backend)  - Claim openings for non-medical files  - Assist clients in the claims process   - Addressing minor complaints-Follow up with other teams as required - Explain insurance coverage by quoting correct policy benefits, exclusions and maximums. What skills and experience are we looking for?             - College Diploma or equivalent combined with experience in customer service, telecommunication, assistance and claims  - Excellent verbal and written communication skills (English and French), other languages are an asset  - Customer Service oriented  - Capacity to work with people in a fast-paced, team-based environment.  - Must exhibitstrong communication skills and professionalism.  - Proficient computer skills (Microsoft Office, Internet etc.) 

Are you a person who enjoys helping people?Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you! Reporting to the Team Leader, you will be responsible for all mailroom functions regarding incoming and outgoing mail.  You will be required to ensure accuracy and quality of work while respecting time constraints.    What does your typical day look like? - Scan documents using proper document profiles - Print, prepare and complete all outbound communication including appropriate shipping method in a timely manner - Complete outbound mail requests (including regular mail and special mailing requests for all departments) - Monitor incoming documentation (fax, mail, scans, data entry and email boxes) and manage according to guidelines - Manage relationships with outside vendors (FedEx, Canada Post, US Postal Service etc) - Monitor mailroom volumes and advise Team Leader of any issues in getting mail opened, scanned and/or sent in a timely manner - Maintenance of all mailroom equipment including setup of service calls when warranted - Act as backup to reception - Order inventory stock - Organize work to effectively meet quality and service standards in the mailroom - Aid in the development of guidelines and processes of the mailroom - Ensure SLA’s are maintained and respected in relation to all mailroom tasks. - Identify improvements to processes with the aim of cutting costs and improving efficiencies - Monitor workload to ensure priorities are considered What skills and experience are we looking for?                - Intermediate computer skills (Windows, Excel, Outlook) - Post-secondary education in Administration preferred. - Ability to multitask in a fast-paced work environment. - Experience working in a customer service environment. - Highly organized with attention to detail

Are you a person who thrives in a data-driven environment? Are you interested in working in a multilingual, dynamic, and friendly environment that encourages personal and professional development? We would love to meet with you!    As an Agile Business Analyst, you will be responsible for team sprint management, capacity planning, backlog refining and other agile processes.This position is critical to our team's ability to deliver projects efficiently, maintain productivity and ensure high performance.This position requires a passion for data analysis, an agile mindset and a collaborative spirit to develop skills and deliver impactful data solutions.    What does your typical day look like? - Effectively manage data requests to ensure responsive and effective resolution;  - Translate high-level data objectives into detailed functional specifications for technical development;  - Oversee and manage the sprint backlog, ensuring that tasks are clearly defined, prioritized and aligned with project objectives;  - Lead capacity planning efforts to ensure optimal allocation of team resources and manage workload distribution;  - Liaise between the Data & Analytics team and other departments to ensure alignment of objectives, strategies and efforts while avoiding duplication of work;  - Facilitate cross-functional meetings to foster collaboration, drive consensus, and ensure that all teams are informed of each other’s initiatives and roadmaps;  - Develop and maintain a comprehensive knowledge base that documents best practices, procedures, and guidelines for agile processes and tools within the team.   What skills and experience are we lookig for?              - Bachelor of Business Administration, Computer Science, Information Systems or a related field;  - At least 3 years of experience in a Business Analyst role, with a strong focus on Agile methodologies;  - Certified Scrum Master (CSM) or similar Agile certification is highly desired;  - Demonstrated ability to manage sprint backlogs and drive agile processes with proven results in improving team velocity and product quality; - Proficiency in Agile project management tools such as Jira, Confluence or similar platforms;  - Experience with capacity planning and forecasting in a fast and dynamic project environment.   

Are you tech-savvy and solution oriented? Are you interested in working in a multilingual and friendly environment that encourages personal and professional development? We would love to meet you! The System Administrator will work as a team and participate in the administration, the support, the design and the implementation of a global IT infrastructure. As a member of the infrastructure group, you are responsible for maintaining the servers, the storage, the phone systems, the backups, the network, the cloud platforms and the databases while ensuring a high level of security.   What does your typical day look like? - System Administration Responsibilities; - Mentoring the other team members and the Service Desk Team; - Keep Global Excel global IT operations running by reaching the uptime objectives; - Being able to close more than 75 % of the incident tickets;  What skills and training do you need?   - System Administration Knowledge; (Microsoft Azure, Amazon AWS (Asset), O365 applications, Citrix); - Solid interpersonal and communication (verbal and written) skills; - Teamwork oriented, ability to structure work and define priorities; - DEC or AEC in technologies with 3 or more years of experience with infrastructure or experience in a relevant IT field for more than 5 years.

The Project Manager is accountable for planning, assisting in budgets, monitoring progress, and keeping stakeholders informed throughout the project lifecycle. All of this takes place within the framework of achieving a company's goals and project expectations. The position is also responsible for reviewing, assessing, and developing business processes. Focus on the effective use of resources both people and technology.   Expected Outcomes & Actions  - Project Management - Define project scope and deliverables that support business goals. - Plan, organize and coordinate activities and ensure the execution of various projects and roadmap accordingly. - Proactively manage changes in project scope, identify issues, risks and potential crisis and design contingency plans. - Define project success criteria and disseminate them to involved parties throughout project life cycle. - Plan and schedule project timelines and milestones using appropriate tools. - Identify and manage project dependencies and critical path. - Build, develop, and growth any business relationships vital to the success of the project. - Identify and resolve issues and conflicts within the project team. - LatAm Corporate Governance  - Support leaders in leading their teams in new projects, easing communications, and aligning people across the organization to keep them moving forward towards achieving the LatAm Corporate objectives. - Support strategic business initiatives, from development through successful execution, under the guidance of senior leadership and department heads. - Assist and communicate with executives in decision-making, change management, program management, and initiative implementation. - Business Analyst  - Create and design specifications as requested by Product Managers and Stakeholders. - Liaise with development team and operations team to document business processes effectively. - Create and develop functional requirements of systems to improve quality, performances, external interfaces, and constraints. - Documents processes as needed. - Produces SOP, training manuals, technical docs. Etc.   Requirements: - 5-7 years of experience in a business management or executive role - Experience in planning and leading strategic initiatives across different teams and departments - Excellent written and verbal communication skills in English and Spanish - College degree (or equivalent experience) in business administration or similar field - Experience in data analysis and budget management - Consulting experience, with a focus on operations management - Proven success in a project coordination role - Nimble business mind, focused on developing creative solutions - Strong project-reporting skills, with focus on interdepartmental communications - Takes input from supervisor and appropriately and accurately applies comments/feedback. - Adheres to project standards defined by program management. - Accurately employs our methodology and documentation tools. - Establishes responsible deadlines and personal work plans and manages time effectively. - Proposes solutions to problems and considers timeliness, effectiveness, and practicality in addressing client needs. - Generates innovative solutions by approaching problems with curiosity and open mindedness, using existing information to its fullest potential. - Excellent interpersonal skills. - Ability to communicate professionally with all levels of employees. - Proficiency in the Microsoft suite of products & Visio