Working with Global Excel’s Communications team means joining a team of experts in communications, with an in-depth knowledge of the employees and a close relationship with the HR team. The Communications and Engagement Coordinator will support the HR team in making Global Excel Sherbrooke a great place to work, whether it is on-site or remotely.  This position requires an individual that will be passionate about workplace satisfaction and fostering a work environment consistent with the company culture.    Reporting to the Communications Manager, the Communications and Engagement Coordinator will be able to develop their expertise and skills in communications and community development through stimulating and diversified projects. This position requires an individual that is customer oriented with the ability to manage multiple priorities with deadlines while maintaining confidentiality and attention to detail.    What does your typical day look like?  - Create regular content to inform and engage employees;  - Work with internal and external stakeholders as needed with regards to storytelling/testimonial opportunities to promote our brand;  - Engage with the community through our social media platforms highlighting events, successes and company culture;  - Assist in the creation of a work environment that reinforces our company’s culture;  - Responsible for miscellaneous duties as needed by the company.    What skills and training do you need?  - University degree or college degree/diploma in communicationsor a combination of other education, training and experience;  - Excellent writing skills;  - Familiarity with working with Microsoft office suite (Sharepoint);   - Basic video/photo creation and video/photo editing skills are an asset;  - Excellent interpersonal skills, team player, positive attitude and highly motivated;   - Ability to multi-task, organizational skills and project management skills;  - Autonomy and proactivity;  - Good stress management in a fast-paced environment;  - Bilingualism in oral and written (French and English).

Licensed Insurance Sales Broker (Travel) $22.60/hr.  Plus signing bonus    As a Sales Broker you'll be responsible for converting prospective customers into paying customers while completing requests, and processing client transactions within the applicable quality standards set by the company. As well as identifying the needs of the client, providing guidance, and ensuring proper protection while maintaining an effortless customer experience.   What does your typical day look like? - Actively pursue opportunities to meet or exceed new business sales goals and retain existing clients. - Assess the needs of the client and apply sound judgement when reviewing, modifying, and adding coverage to policies while providing protection, guidance and advice to the client as required. - Provide claim counseling and assistance to the client within company guidelines. - Maintain and apply a complete understanding of the insurers’ underwriting guidelines. - Demonstrate and maintain a working knowledge of all applicable portals, customer relationship management systems, and policy management systems. - Handle customer’s personal information in a professional and compassionate manner. Skills and Requirements: - Ontario Secondary School Diploma (OSSD) or equivalent. Post-secondary education is an asset. - RIBO and or appropriate insurance license in good standing. - Bilingual in French and English (asset) - Experience working in a sales focused environment is preferred. - Strong computer skills, with proficiency of Microsoft Office suite. - Excellent verbal and written communication skills. - Ability to handle fluctuating work volumes in a fast paced, customer focused environment. - Show empathy, understanding, patience and attention to detail, while being professional and resourceful. - Availability to work various shifts and days of the week as required.  

Non-Medical Claims Assessor  As a Non-Medical Claims Assessor, you will evaluate and enforce claim benefits and limitations based on a comprehensive understanding of the applicable policy wording. The claims assessor is responsible for qualifying a claim/bill for payment and reviewed for customer service and may require direct client contact. The assessors are responsible to contribute to cost containment efforts by validating bills for services rendered, authenticity and reasonable and customary charges.   What does your typical day look like? - Review applicable policy wording to validate claim coverage; - Review bills for rendered services, coding and reasonable & customary charges ensuring clean bill components are present and are directed to the appropriate internal financial process; - Claims are reviewed with precision for compliance with expressed client directives (as - applicable) - Establish presence of claim requirements as per policy wording (i.e.: proof of payment and authenticity of bills/claims) - Research and confirm global claim influences (i.e. travel advisories) - Contact client to request missing claim components as required for adjudication; - Clarify and explain denials if required; - Provide notice of claim decision via email, phone or formal letter; - Ensure creation of appropriate follow up workflows; - Confirm and adjust (if required) claim entries. Skills and Requirements: - College diploma or equivalent; - Knowledge of insurance product benefits and limitations; - Comprehension of healthcare systems and billing practices; - One to two years of experience in a customer service-related position; - Strong decision-making skills and attention to detail; - Excellent verbal and written communication; - Good organizational skill and ability to prioritize; - Proficiency in the Microsoft suite products; - Clear and effective communication in English or French (written and verbal); other languages such as Spanish are an asset; - Available to work daytime schedule. Evenings and weekends may be requested with - appropriate notice. 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.     Note: Only applicants selected for an interview will be contacted.      

The Property & Casualty team is responsible for assisting clients through the claims process from claim opening to claim settlement for Purchase Security, Extended Warranty and Auto Rental Collision/Loss Damage insurance coverages. If you have a strong inclination for Customer Experience, this could be the opportunity for you.   - Absolute requirement: must be 100% bilingual English & French!! - This is also a part-time position ( 20hrs a week during school, 40 over summer. evening shifts and weekends, holidays) Description Reporting to the Team Leader – Property & Casualty, you will be an ambassador for Global Excel as you evaluate and enforce claim benefits and limitations based on a comprehensive understanding of the applicable policy wording, client culture and intent. You will contribute to cost containment efforts by validating claims for authenticity and investigating legitimacy of documentation received to direct the claim to the appropriate process or outcome. You will also have the opportunity to impact the customer journey through direct interaction with clients by phone and email to open claims, ensure their understanding on what information is needed and how to complete a claim submission. Requirements·        Motivated by delivering best in class customer experience ·        College diploma or equivalent, with 1 or more years of customer service experience;·        Excellent verbal and written communication skills in English and French; (this is an absolute requirement)·        Strong decision-making and organizational skills; ·        Autonomous, professional and detail-oriented; ·        Knowledge of claims assessment is an asset; ·        Working knowledge of Microsoft Office application (Word, Excel, Power Point, Access) and the Internet.                 

Are you a people person with a knack for leadership? 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 Team Leader – Technical Claims, you’ll lead a team of Claims Assessors specializing in the assessment of Technical claims. You will support the team ON-SITE by maintaining a high level of quality and accuracy, from claim opening to claim settlement, while ensuring a superior level of Customer Experience in all interactions.   What does your typical day look like?   - Monitor service level standards, team objectives and alignment with corporate strategic vision; - Track individual performance and communicate individual and team results regularly; - Identify areas for training, coaching and employee growth; - Develop and improve team guidelines and processes. What skills and training do you need? - MUST be able to come into the Sherbrooke office regularly; - Bachelor’s degree with a business emphasis or equivalent in supervisory experience; - Motivated by delivering best in class customer experience; - Ability to be autonomous and proactive;  - Knowledge of managerial principles, customer contact center metrics and Property & Casualty claims and inquiries are an asset; - Highly organized with the ability to multitask;  - Results driven;  - Excellent verbal and written communication skills in both French and English; - A sound knowledge of MS Office, including MS Word and Excel.     

Are you a person with excellent customer service skills and knowledge of accounting systems? 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 Accounts Receivables Clerk, you will be responsible for day-to-day processing of accounts receivables transactions, collection of premiums and other responsibilities relating to customer service.   What does yourtypical day look like?  - Track new clients that are onboarded and ensure new clients get added to the accounting system - Monitor the trust bank account for collection of premium and apply payment to customer accounts - Identify overpayments or underpayments in a timely manner and ensure these are communicated to the client - Escalate overdue accounts per established collection guidelines - Prepare monthly file to client of cash collected and to be remitted - process claim payment cheques and premium refund cheques - Provide excellent customer service to both external and internal clients  - Various administrative tasks as assigned What skills and experience are we looking for?   - College Diploma in Administration, Finance, Accounting, Business Administration preferred - Working knowledge of MS Office (Excel, Word, Outlook) and Internet - Multitasking with an attention to detail and high level of accuracy  - Strong ability to work in a team setting - Excellent verbal and written communication - Must be available for day shift/regular business hours

Are you a person with a knack for organization and an eye for detail? Are you interested in working in a multilingual and friendly environment that encourages personal and professional development? We would love to meet you!   In the Case Management Administrator position, you will be responsible for document management and updating claim reserves.   What does your typical day look like? - Triaging documentation received into the claims system - Generating reports, and contacting medical facilities for costs - Processing of incoming documents and handling overflow calls - Documenting claim updates for team callbacks; - Setting an initial reserve on claims - Adjusting reserves accordingly on appropriate inpatient and outpatient claims What skills and training do you need?   - Understanding of travel/health insurance, insurance terminology and case management is an asset - Ability to prioritize work appropriately and ability to meet deadlines - Ability to efficiently assess the claim - Ability to multi-task and work in a fast-paced environment; - Can assess the integrity of case documentation and remediate errors/omissions; - Strong written communication skills; - Able to quickly learn new software and operating systems; - Proficiency in Microsoft Office (including Excel) 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. Schedule: Rotating Shifts: Days, Evenings, Weekends & Holidays, 7am-11pm. Note: Only applicants selected for an interview will be contacted.    

Product Manager: Digital Self-Service   The Product Manager is accountable to build and lead projects and provide business domain expertise and analysis for projects as they relate to the Digital Self-Service Products. This could include but not limited to Digital Assistance and Digital Claims tools.  The incumbent will be required to drive the project timelines and ensure that deliverables are met in a timely fashion as well as report on progress weekly. Further, the role requires an in-depth knowledge of the healthcare and Travel Insurance markets, with a good understanding of project management principles as well as our operational processes and technology.   This role will revolve around monitoring the development of self-service products and deliverables that are part of our digital experience roadmap.   What does your typical day look like? - Define product roadmaps that are aligned with business goals and needs; - Plan and implement client strategy sessions; - Advocate for customer-centric solutions; - Support Marketing efforts to sell solutions both internally and externally; - Engage in market research for new processes and solutions; - Strategically prioritize the release of product features through management of the product roadmap via projects/sprints; - Track project/sprint progress and ensure timeline and budget are well managed, reporting weekly on progress and results; - Manage deliverables and ensure risks are identified and mitigated; - Partner with internal and external stakeholders to define requirements needed to create and manage product roadmaps; - Document user cases, user stories, and requirements for engineering teams to develop specifications; - Define product visions/feature sets and prioritize release timing and content; - Provide deep industry understanding and expertise to support development teams; - Ensure QA efforts cover product features; - Define the testing plan and monitor testing outcome to determine whether requirements have been met; - Assist in managing resistance to change; - Support the program change manager in development of change communication to those impacted by Digital Transformation changes. What skills and experience are you looking for?  - University Degree or equivalent experience; - Project Management Experience, Agile methodology preferred and/or scrum; - Strong communication skills; - Knowledge of change management principles; - Solid understanding of the travel insurance, claims and healthcare concepts; - Knowledge of GEM systems and organizational structure - Technically competent with an ability to explain complex technical issues in a simple way; - Very strong analytical skills with a customer first mindset; - Knowledge of MS Office, MS Teams, MS planner, Visio; - 10 - 15 years’ experience in Product Management, Project Management, IT implementation or related roles; - Knowledge of process development and analysis; - Knowledge of the insurance industry or related service industry experience; - Proven application of structured approaches to analysis and synthesis of information; - Very Good verbal and written communication skills (English, Spanish and French 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.     Note: Only applicants selected for an interview will be contacted.  

Are you a people person with a knack for providing excellent customer service? Are you interested in working part time (or partial) time in a multilingual and friendly environment that encourages personal and professional development? We would love to meet you!   As a Claim Assessor , you’ll be reporting to the Team Leader – Property and Casualty. You will be an ambassador for Global Excel as you evaluate and enforce claim benefits and limitations based on a comprehensive understanding of the applicable policy wording, client culture and intent. You will contribute to cost containment efforts by validation claims for authenticity and investigating legitimacy of documentation received to direct the claim to the appropriate process or outcome. You will also have the opportunity to impact the customer journey through direct interaction with clients by phone and email to open claims, ensure their understanding on what information is needed and how to complete a claim submission. What are the main responsibilities? - Effectively utilize claims system to track claim progression and customer communication; - Inform customers on the overall claim process, required documentation and status of their claim; - Complete administrative tasks as delegated by the Team Leader and as per business needs; - Take ownership of complaints or complex files to ensure the claim is resolved.   What skills and experience are we looking for?                 - Motivated by delivering best in class customer experience; - College diploma or equivalent, with 1 or more years of customer service experience; - Excellent verbal and written communication skills in English and French; - Strong decision-making and organizational skills; - Autonomous, professional and detail-oriented; - Knowledge of claims assessment is an asset; - Working knowledge of Microsoft Office application (Word, Excel, Power Point, Access) and the Internet.

Are you a person with attention to detail? 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 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?   - High school Diploma (or Equivalent) - Accounting experience (1-3 years) or equivalent - French and English required, both spoken and written - Excellent knowledge of Microsoft office and Accounting Software - Process oriented - Attention to detail

  Coverage Assessor II Are you an analytical person with good decision-making skills? 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 Coverage Assessor, you will evaluate claims where an issue has been identified that could impact the claimant’s coverage. You will be verifying the medical information on file in consideration of the insurance policy wording to come to a decision regarding the claim. You will also serve as a liaison and a resource person to facilitate a layman’s understanding of the decision rendered and the appeal process.   As a level 2, you will manage multiple priorities such as high-profile cases, high-cost claims and provide direct policy guidance during active case management.   What does your typical day look like? - Analyze all information pertaining to the claim including medical records, medical declarations, policy wording and file specific communications. - Request additional information when required; - Ensure policy wording, medical declaration and intent are applied precisely; - Escalate to Corporate Clients (directly or indirectly) areas where guidance is required to clarify the policy application intent; - Render the appropriate evidence based, policy supported decision; - Receive appeals submitted by clients or council and perform the required analysis to render subsequent decision; - Assume all communication (verbal and written) concerning the claim. What skills and experience are you looking for?  - Post-secondary education or equivalent; - 2-3 years of experience; - Excellent communication skills in both English and French; - Problem solving and keen analytical mind; - Planning, time management and organizational skills; - Excellent interpersonal skills, judgment and professionalism; - Proficiency in Microsoft suite office products.   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.     Note: Only applicants selected for an interview will be contacted.  

Are you a person with strong organizational skills?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 the Director of Business Intelligence, you will direct the Business Intelligence department and manage the Corporate Business Intelligence program. The BI Director will drive, initiate and follow through on different initiatives and strategies and will build, mentor and guide the team. What does your typical day look like? - Managing, training and helping the development of team members; - Educating and mobilizing employees in understanding the organization’s visions and goals; - Working actively with the key business stakeholders on building vision, strategy and data governance; - Providing BI recommendations to the business partners; - Analyzing reporting needs, developing and delivering reports and dashboards in support to business operation and decision making at all levels; - Creating an environment in which new and existing technology is analyzed to determine how best to utilize the BI team to drive the business forward. What skills and experience are we looking for? - University degree or equivalent experience; - 10+ years of related work experience, 1-2 years in a leadership position; - Very good communication skills in both English and French; - Experience with Data modeling, metadata management and performance tuning; - Experience with architecting in conjunction with multiple BI/DW products; - PMP knowledge is an asset; - Strong organizational skills.

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 customer service representative, you will report to the Coverage inquiry Services Team Leader. You will be responsible for answering inbound calls. The customer service representative is also responsible for Pre-Travel Inquiry calls only. 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; - Explain the claims process to the customers; - Explain insurance coverage by quoting correct policy benefits, exclusions and maximums; - Remain calm during stressful situations. 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 exhibit strong communication skills and professionalism; - Proficient computer skills (Microsoft Office, Internet etc.).  

Are youtech-savvy? 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 IT Service Desk Technician, you will be providing Global Excel employees and corporate clients timely and useful technical assistance on their computer environment, including mobile devices and other tech products.     Position Purpose and Description   Reporting to the Team Leader - Service Desk. Your responsibilities as a service desk technician level 1 include providing Global Excel employees and its corporate clients timely and useful technical assistance on their computer environment, including mobile devices and other tech products. The role will include the provisioning, configuration, and deployment of new systems as well as the secure decommissioning of old hardware. Support can be provided in person, over the phone or remotely.   Duties and responsibilities include, but are not limited to: - Perform on-site and remote technical support for Windows PCs, thin client devices, printers, PC peripherals, multi-function devices, and mobile devices. - Assist in the organization and inventory of all hardware and software resources. - Investigate user problems, identify their source, determine possible solutions, test and implement solutions. - Perform desktop hardware and software configuration and installation activities. - Understand and use imaging tools or applications (e.g. Ghost). - Ensure accurate logging of all issues handled within IT Service Desk system. - Complete user move/add/change requests. - Evaluate and procure hardware and software. - Create and maintain accurate technical documentation. - Provide emergency on-call support on a rotating schedule. - Maintain confidentiality with regard to information being processed, stored or accessed on the network. - Perform other IT duties and assist other team members as required. - Maintain excellent communication with the IT Supervisor on all tasks and projects. - Maintain a thorough understanding of existing and emerging technologies. - Share ideas, opinions, and constructive criticism with other IT team members. - Maintain professionalism in all business and end user communications. - Demonstrate effective prioritization of day-to-day workload and ensure that commitments are met. - Ensures quality customer service to client users; ensures proper and accurate feedback on technical problems; and coordinates communications between client and information technology staff. - Keep accurate records of your time and services provided. - Adapt to a rapidly changing environment. - Monitor SLAs and follow escalation procedures to ensure the timely resolution of issue.   KSA (Knowledge, Skills and Abilities/Attitudes) - Knowledge: - Maintain an excellent knowledge of client computer and its peripherals - Maintain an excellent knowledge of client computer operating systems - Maintain an excellent knowledge of core services (Networking, Active Directory, DHCP, DNS, etc) - Good knowledge of Microsoft System Center - Good knowledge of incident management principle - Skills and abilities: - Good Interpersonal and communication (verbal and written) skills - Good customer service skills - Like to develop and maintain relationship - Demonstrated commitment to supporting a team focused environment - Demonstrate analytical and problem-solving skills - Passion for learning and sharing of knowledge - Working under steady pressure with frequent interruptions and a high degree of employee contact by phone or in person. - Ability to troubleshoot both hardware and software related issues Requirements and Qualifications - DEC or AEC in technologies with 1 or more years of experience with technical support or; - Experience in a relevant IT field for more than 5 years - Available for on-call duties  

Are you an analytical person and like to get things done? Are you passionate about customer service? We have a great opportunity for you!   As a client support administrator, you would have the responsibility to provide administrative support to our claims process in order to meet our corporate client’s expectations. This includes communicating with providers and/or clients to supply or obtain information needed for claim processing and ensuring timely updates are available to our clients. This also includes actioning administrative tasks related to specific networks as well as monitoring reports. Other responsibilities include assisting with requests from our diverse portfolio of international Corporate Clients.   What does your typical day look like? - Ensure the completion of tasks related to outbound provider and supplier communication; - Assist with the overflow of additional provider specific tasks in the Client Services Department e.g., obtaining medical records, placing accounts on hold, balance billing, etc.; - Perform cleanup activities and action monitoring reports as requested by the manager; - Complete various other tasks as assigned by leader; - Assist with coordination of Client Portal requests. What skills and experience are we looking for? - Post-Secondary Education or equivalent - Minimum of two years of work experience in customer service or telecommunication - Bilingual (French and English); - Comfort with Microsoft suite of products; - Principles of good customer experience; - Speed of execution and respect for deadlines.

Are you interested in helping people, in making a difference in their lives and in solving problems? As an Assitance Coordinator, you’ll be doing just that on a daily basis working in a multilingual team and providing assistance to people from all around the world during medical and non-medical emergencies. You will act as a resource person for the patient, family members, and medical facilities for policy benefits and coverage information. You will open the initial claim and refer the person to the most suitable providers. You are also responsible for pre-approving medical tests and providing pertinent information to the customer on the products and services administered by the company and coordinating follow-up actions, all the while recording the interactions and transactions in the claims system and ensuring a superior level of customer service. Requirements                                  - Available nights - A college diploma (or equivalent) combined with experience in customer service; - Must have work experience in customer service, telecommunications, or in the medical field; - Excellent verbal and written communications skills in French and English. Any other language is considered an asset. - Possess proficiency in the Microsoft suite of products; - Capacity to work efficiently with people in a fast-paced, team-based environment - Have good problem-solving skills; - Available days, evenings and weekends; - Show empathy, understanding, patience and attention to detail while at the same time being professional and resourceful.

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!     As aCustomer Service Representative in the Claims Assistance team,you’ll beresponsible for backend claims and non-medical claims. Your role will also be to advocate for both the company and the client.    What does your typical day look like?  - 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;  - Remain calm during stressful situations.    What skills and experience are we looking for?              - A high school diploma 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 exhibit strong communication skills and professionalism; - Proficient computer skills (Microsoft Office, Internet etc.). 

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! In this role you will analyze different scenarios and propose Technical Architecture.  The architect must have a solid understanding of the various requirements expressed by the business and is responsible to effectively communicate ideas, concepts and guidelines to implementers and to optimize the various technological components, through the use of current and future state models. You will be in close contact with the different groups (infrastructure, information Systems, Business Intelligence and business users) to provide recommendation to improve business systems behavior, performance and in day-to-day operations in order to ensure future directions are appropriate.   What does your typical day look like? - Guarantee that the appropriate levels of system and design occur in alignment with business goals; - Guarantee that all investment in technical architecture anticipates customer/business needs; - Optimize the various technological components; - Ensure future directions are appropriate.  What skills and training do you need?   - Bachelor’s degree in management of information system, computer science, engineering or a related area of study; - Holds and maintains IT certifications related to the field such as “Microsoft Azure Solution Architect Expert”; - 7-10 years of related experience in global organization and projects.    

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 5 or more years of experience with infrastructure or experience in a relevant IT field for more than 7 years.

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.