Description Join our team and what we'll accomplish together
This Senior Program Manager role is a key, strategic position that will contribute to the execution of TELUS Health Digital Transformation team's strategy . Focus areas include call and chat insight/virtual agent insights generation transforming our client intake and counselling services. You will work with various teams across TELUS Health operations, technology, Data/Analytics. The ideal candidate is an expert in Health Contact Center Intelligence with a broad knowledge of utilizing technology to optimize operations. Additionally, this role is responsible for using AI-generated data to deliver insights to our customers, and positioning TELUS Health as a digital-first industry leader. Your mandate is to own and execute complex and cross-functional Contact Center AI (CCAI) initiatives.
What You'll Do
- Collaborate with Operations (TELUS Health) to ideate, define, and champion AI opportunities in Clinical and Contact Center operations
- Transform client intake and counselling services to be best-in-class by understanding agent performance, financial and client satisfaction metrics, and developing AI solutions to drive improvements
- Lead, manage and prioritize concurrent projects and initiatives
- Identify and involve key stakeholders in projects, and develop effective working relationships
- Manage project dependencies and maintain project road maps to create alignment across teams
- Produce high quality presentations with a clear storyline
- Prepare and communicate status reports
- Building/collaborating with project teams
- Lead project working team members
- Tracking project performance and aim to maximize ROI
- Track and optimize financial performance such as CAPEX and OPEX impacts
Qualifications What you bring
- Minimum of 5 years of experience managing cross-functional projects and stakeholder groups
- You have experience in health contact center environments and tools
- Have worked with AI tools to generate insights based on calls and chats
- Consulted on and managed programs through influencing and negotiating
- Demonstrated proficiency in leading business process improvements delivering significant value to an organization
- Experience with the AI Tools offerings in Google Cloud Platform
- You are a self-starter with a passion for working in a dynamic, high performance culture
- You can play the role combining your exceptional collaboration, relationship management, influencing and negotiation skills with your compelling storytelling and an ability to present to executive audiences
- Leveraging your financial \& business acumen you will have the ability to comprehend the business value and speak to leadership in terms they understand
- Recognized for being clear, concise and influential in all aspects of communications (verbal, written, presentations)
- Able to manage all aspects of high risk/complexity projects over the entire life cycle (initiate, plan, execute, control, close)
- Known for bringing spirit of teamwork and collaboration to everything you do
- Agile learner with the ability to operate at the intersections of big ideas and small details, thinking and doing, boldness and humility, leading and following
- You are comfortable with data management and leverage analytics to drive solution identification and decision-making
- You demonstrate subject matter expertise when providing updates for senior leaders
Great-to-haves
- PMP/ Agile Certification
- Experience with the data offerings in Google Cloud Platform
- Knowledge of cloud platforms (Google Cloud, AWS, Azure) and source control (GitHub).
- Exposure to data privacy and security principals
