Senior Manager, Call Center Strategy and Technology – Express Scripts Canada

Reporting to the Sr. Director, Provider Services, the Senior Manager, Call Center Strategy and Technology is responsible for the evolution of our call center strategy. With an emphasis on driving efficiency through data insights combined with technology, this position works closely with the Senior Manager of the Call Center operations to develop and implement strategic initiatives that enhance operational performance, efficiency, and customer satisfaction. The role involves managing technology projects, analyzing data to drive business decisions, and collaborating with various stakeholders to ensure seamless execution of plans.

Working Environment: Hybrid, 2 days/ week on-site

Location: Mississauga Head Office

Key Responsibilities:

Strategic Planning and Implementation:

• Develops and implements strategic plans to enhance call center operations. Uses data analytics to identify trends, opportunities, and areas for improvement. Collaborates with the Call Center leadership team and other stakeholders to execute strategic initiatives.

Technology Implementation:

• Leading the adoption of new technologies to enhance customer service. Overseeing the integration of AI tools, and other technologies.
• Ensuring that technology solutions are scalable and meet business needs.

Data:

• Utilizing data to drive decision-making and improve operational efficiency.
• Creating and maintaining dashboards to monitor key performance indicators (KPIs).
• Conducting data analysis to identify trends and areas for improvement.

Operational Efficiency:

• Streamlining call center processes to optimize productivity.
• Implementing best practices to enhance service quality and customer satisfaction.
• Managing budgets and ensuring cost-effective operations.

Collaboration and Stakeholder Management:

• Acting as a liaison between the call center and other departments.
• Building and maintaining relationships with internal and external stakeholders.
• Leading cross-functional teams to achieve project goals.

Project Management:

• Overseeing the planning and execution of strategic initiatives.
• Managing project timelines, budgets, and resources.
• Ensuring successful project delivery and implementation.

Qualification and Requirements:

Education:

• Bachelor’s Degree: A bachelor’s degree in Business Administration, Management, Information Technology, Data Science, or a related field is typically required.
• Master’s Degree (Preferred): A master’s degree in Business Administration (MBA), Management Information Systems (MIS), or a related field can be advantageous and may be preferred.

Experience:

• Call Center Management: At least 5 years of experience in call center management, with a focus on strategic planning and operational efficiency.
• Technology Implementation: Proven experience in leading technology projects, including the implementation of CRM systems, AI tools, or other relevant technologies.
• Data Analytics: Strong background in data analytics, with experience in using data to drive business decisions and improve operational performance.
• Leadership: Previous experience in a senior management role, with a track record of leading and developing teams.
• Strategic Thinking: Ability to develop and implement long-term strategies that align with business objectives and drive call center performance.
• Technical Proficiency: Knowledge of call center technologies, CRM systems, and data analytics tools. Familiarity with AI and automation solutions is a plus.
• Data-Driven Decision Making: Strong analytical skills, with the ability to interpret data, generate insights, and make data-driven recommendations.
• Leadership and Team Development: Strong leadership skills, with the ability to mentor and develop team members. Experience in managing performance and resolving employee relations issues.
• Communication: Excellent verbal and written communication skills, with the ability to effectively communicate with stakeholders at all levels of the organization.
• Problem-Solving: Ability to identify operational issues and develop innovative solutions to improve efficiency and customer satisfaction.
• Customer Focus: Commitment to delivering exceptional customer service and enhancing the customer experience.
• Adaptability: Ability to adapt to changing business needs and environments, and to lead teams through change effectively.

NOTE: Internal candidates should apply before May 20, 2025.

Express Scripts Canada is a Cigna company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada’s leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

If you require accommodation in completing the online application process, please email: eschr2@express-scripts.com Do not email eschr2@express-scripts.com for an update on your application or to provide your resume as you will not receive a response.

Read Full Description