Don’t miss this opportunity! Submit your application by November 27, 2026 to be considered for this exciting opportunity.
Job Title : Specialist, Business Process Department : Business ProcessPosition Status : Full-time 18-month temporary positionLocation : Montreal
This role is responsible for enhancing operational efficiency and driving continuous improvement within our organization.
This includes creating and optimizing user focused processes, by playing a key role in implementation by elaborating test cases, performing user acceptance testing, supporting training delivery, and supporting Operations for all technical challenges.
WHAT YOU'LL BE DOING
• Support all Leads and Supervisors within Operations daily by providing technical guidance and solutions to their queries.• Thoroughly analyze system related bugs/concerns and collaborate accordingly with IT System Analysts for processing.• Monitor and follow up on tickets opened with IT for resolution.• Responsible for the creation of test cases, executing test scenarios, and documenting processes throughout new projects for Operations.• Raise blockers and critical items to the appropriate stakeholders while providing solutions.• Responsible for modernizing Operations procedures by developing business cases and supporting the implementation of new processes and technology.• Evaluate methods to improve or eliminate processes to enhance efficiency for Operations and present solutions to the appropriate stakeholders.• Develop, maintain and update technical documents and procedures for the Operations teams.• Complete and maintain queues/logs related to business processes, change requests and more.• Liaise regularly with the Training, IT and Operations teams to ensure that new initiatives are aligned with the corporate strategy and are rolled out successfully.• Liaise with Marketing and Revenue Management regarding new corporate products and offerings to ensure their successful roll out to the Operations teams.• Develop and maintain collaborative customer and user relationships.• Other tasks related to the implementation of technical procedures for the Operations teams.
WHAT YOU BRING TO THE TEAM
• College degree in Tourism, or relevant field• Minimum of 3 years of experience in a Call Center and/or Groups role with extensive knowledge of the travel industry• Strong technical background in TTS and ARD with experience in evaluating systems/solutions and implementation thereof• Knowledge of Agent Hub, GQT and Revelex is an asset• Solid understanding of Call Center and/or Groups procedures • Ability to resolve problems quickly in a dynamic environment• Strong team player, customer centric, great communication and organizational skills• Demonstrates excellent judgment, initiative and flexibility• Ability to multitask effectively, work under pressure, assess priorities and manage strict deadlines• Computer literate (Word, Excel, Power Point and Outlook)• Fluently bilingual: French and English