Raytheon Technologies

Spécialiste Principal, Centre de contacts, amélioration continue et transformation | Principal Specialist - Contact Center Continuous Improvement & Transformation

Raytheon Technologies • $85K — $100K *
Longueuil, QC J4J 5M7In-Person
Aerospace & Defense
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • University degree in Business Administration, Management, Operations, Industrial Engineering, or related field with 5+ years of relevant experience or equivalent education and experience.
  • Experience in continuous improvement, process optimization, business transformation, or customer service in a Contact Center environment.
  • Proven track record in implementing operational initiatives by collaborating across multiple teams.
  • Strong analytical and problem-solving skills with capability to identify actionable improvement opportunities.

Responsibilities

  • Implement internal strategies and transformation initiatives, ensuring alignment with operational and customer experience goals.
  • Design and optimize processes in collaboration with cross-functional teams to enhance service quality and operational efficiency.
  • Analyze trends and workflow challenges to pinpoint improvement opportunities and make data-driven recommendations.
  • Assess risks and operational impacts of transformation initiatives, proposing mitigation strategies.
  • Provide bilingual support 30% of the time, professionally managing inquiries and following up as needed.
  • Translate customer feedback into actionable improvement plans and collaborate on enhancing internal processes and tools.
  • Maintain accurate and accessible documentation of operational procedures and resources.

Benefits

  • Employer-contributed pension and savings plan.
  • Comprehensive group insurance program.
  • Clear pathways for career advancement and progression.
  • Recognition and merit-based reward programs.
  • Health and wellness initiatives, including virtual care options.
  • Access to recreational and sports clubs.
  • Nearby daycare facilities for convenience.
  • Transportation accessibility and free parking options.
Full Job Description
Date d'affichage / Date Posted:
2026-08-19
Pays / Country:
Canada
Emplacement / Location:
CA-QC-LONGUEUIL-J01 ~ 1000 Blvd Marie-Victorin ~ J01 BLDG

Titre du poste:Spécialiste Principal, Centre de contacts, amélioration continue et transformation

À quoi ressemblera votre quotidien ?
  • Contribuer à la mise en œuvre des stratégies internes et des initiatives de transformation en coordonnant la transition d'activités de service à faible complexité vers le Centre de contact et en veillant à leur alignement avec les objectifs opérationnels et d'expérience client
  • Concevoir, optimiser et standardiser les processus et les flux de travail avec des équipes interfonctionnelles afin d'améliorer la qualité du service, l'efficacité opérationnelle et l'expérience client
  • Analyser les tendances, la performance opérationnelle et les enjeux liés aux flux de travail afin de cerner les occasions d'amélioration et de formuler des recommandations fondées sur les données et les besoins de l'organisation
  • Évaluer les risques, les dépendances et les répercussions opérationnelles associés aux initiatives de transformation et aux changements de processus, proposer des mesures d'atténuation et contribuer à la continuité des activités et à la préparation opérationnelle
  • Agir à titre d'agent bilingue du Centre de contact 30 % du temps, en offrant un soutien professionnel par téléphone et par courriel, en traitant les demandes conformément aux processus et systèmes établis et en assurant les suivis nécessaires
  • Transformer les observations et la rétroaction des clients en pistes d'amélioration, en collaborant avec les équipes internes pour résoudre les enjeux récurrents et faire évoluer les processus, systèmes, outils, formations et contenus de soutien
  • Élaborer et maintenir la documentation et les ressources de connaissances du Centre de contact, notamment les procédures et instructions de travail, en veillant à leur exactitude, leur cohérence et leur accessibilité
  • Contribuer à l'adoption des changements et à la mobilisation des parties prenantes en participant aux communications, à la formation, aux tests, aux activités de préparation opérationnelle et à la coordination interfonctionnelle, et en signalant les risques, les enjeux et occasions d'amélioration importants


Compétences requises pour réussir?

Qualifications Essentielles
  • Diplôme universitaire en administration des affaires, gestion, opérations, génie industriel ou dans un domaine connexe, avec au moins 5 ans d'expérience pertinente, ou une combinaison équivalente de formation et d'expérience
  • Expérience en amélioration continue, optimisation des processus, transformation des affaires, opérations, service à la clientèle ou environnement de Centre de contact
  • Expérience dans la mise en œuvre d'initiatives opérationnelles ou de transformation en collaboration avec plusieurs équipes ou fonctions au sein d'une organisation
  • Solides aptitudes en analyse et en résolution de problèmes, avec la capacité d'analyser des processus, de cerner les occasions


Ce que nous offrons
  • Programme de régime de retraite et d'épargne avec cotisation de l'employeur
  • Programme d'assurance collective
  • Possibilités d'avancement (progression de carrière)
  • Programme de mérite ou programme de reconnaissance
  • Programme de santé et bien-être, y compris la télémédecine
  • Club récréatif et sportif
  • Garderies à proximité
  • Accessibilité en transport ou programme de transport en commun et stationnement gratuit


Job Title: Principal Specialist, Contact Center, Continuous Improvement and Transformation

  • e implementation of internal strategies and transformation initiatives by coordinating the transition of low-complexity service activities to the Contact Center, while ensuring alignment with operational and customer experience objectives
  • Design, optimize, and standardize processes and workflows in collaboration with cross-functional teams to improve service quality, operational efficiency, and customer experience
  • Analyze trends, operational performance, and workflow challenges to identify improvement opportunities and provide data-driven recommendations aligned with organizational needs
  • Assess risks, dependencies, and operational impacts associated with transformation initiatives and process changes, propose mitigation measures, and contribute to business continuity and operational readiness
  • Work as a bilingual Contact Center agent 30% of the time, providing professional support by phone and email, handling inquiries using established processes and systems, and completing required follow-ups
  • Translate observations and customer feedback into improvement opportunities by partnering with internal teams to address recurring issues and enhance processes, systems, tools, training, and support content
  • Develop and maintain Contact Center operational documentation and knowledge resources, including procedures and work instructions, ensuring they remain accurate, consistent, and accessible
  • Contribute to change adoption and stakeholder engagement by supporting communications, training, testing, operational readiness activities, and cross-functional coordination, and by escalating significant risks, issues, and improvement opportunities


What do you need to succeed?

Must-Have Qualifications
  • University degree in Business Administration, Management, Operations, Industrial Engineering, or a related field, with at least 5 years of relevant experience, or an equivalent combination of education and experience
  • Experience in continuous improvement, process optimization, business transformation, operations, customer service, or a Contact Center environment
  • Experience implementing operational or transformation initiatives in collaboration with multiple teams or functions across an organization
  • Strong analytical and problem-solving skills, with the ability to analyze processes, identify improvement opportunities, and develop practical solutions
  • Strong communication, organizational, and collaboration skills, with the ability to manage multiple priorities, influence stakeholders, and adapt to a fast-paced and evolving environment


What do we offer?
  • Pension and savings plan with employer contributions
  • Group insurance program
  • Opportunities for advancement (career progression)
  • Merit or recognition program
  • Health and wellness program, including virtual health care
  • Recreational and sports club
  • Nearby daycares
  • Transportation accessibility or public transit program and free parking

About Raytheon Technologies

Raytheon Solipsys, a wholly-owned subsidiary of the Raytheon Company, is an industry leader in the development of integrated Command and Control (C2) Network-Centric solutions for the Domestic and International DoD and Homeland Security. Through proven systems and software engineering practices, built on the invention and application of innovative technologies, they deliver the C2 infrastructure necessary to effectively control security/military forces in any environment. Their reliable solutions assure information superiority, increased shared awareness, deep sensor reach, aircraft control, air defense, disaster management, and time-critical decision making.

Raytheon Technologies Careers

Join the innovative world of Raytheon Technologies, a leader in aerospace and defense, where we offer unparalleled job opportunities in an environment that champions diversity, leadership, and professional growth.

Work You’ll Do

At Raytheon Technologies, you’ll be part of a company that values innovation and leadership. Our team is dedicated to solving some of the most complex challenges in aerospace and defense, making significant impacts worldwide. With a culture that fosters diversity and inclusion, you will collaborate with some of the brightest minds in the industry.

Transform Your Career

Step into a role that harnesses your skills and propels your career to new heights. Raytheon Technologies is not just about thinking big but making those big ideas happen. We provide robust career development opportunities that include comprehensive training and development programs, leadership workshops, and continuous learning through our internal platforms.

Innovate and Lead

Join our team of over 60,000 professionals globally, who are not only experts in their fields but are also driven by a passion for innovation and excellence. At Raytheon Technologies, you are positioned at the forefront of the industry, where your work directly contributes to groundbreaking advancements in technology and defense.

Internship and Employment Opportunities

Whether you’re starting your career or looking to advance, Raytheon Technologies offers a range of employment and internship opportunities that can help you achieve your professional goals. Our internships provide a solid foundation of skills and experiences, while our full-time positions offer a path to personal and professional growth within the company.

Benefits and Culture

Our employees enjoy a competitive package of benefits and rewards that reflect their invaluable role in our company. From health and wellness programs to performance bonuses and flexible working conditions, we ensure our team members are well taken care of.

Networking and Professional Development

At Raytheon Technologies, networking and professional development are part of our DNA. We encourage our employees to engage in internal and external networking events, leadership training, and diversity initiatives that enhance their career journey.

Join Our Team

Explore the numerous positions available that match your skills and interests. We are looking for passionate, curious, and solution-driven team players who are ready to take their career to the next level.

Stay Connected

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Prepare for Your Future

Ready to apply? Enhance your resume and prepare for your interview with our comprehensive support tools and resources. Discover the exciting and rewarding career opportunities that await at Raytheon Technologies.

SEARCH RAYTHEON TECHNOLOGIES JOBS

Join us in our mission to create a safer future and be a part of a team that values integrity, excellence, and teamwork. At Raytheon Technologies, your career is just the beginning of a lifelong journey of professional and personal growth.
Learn more about Raytheon Technologies
Size
14,771 employees
Market Cap
$32,494
Industry
Aerospace & Defense
Founded
1922
NASDAQ
RTN
* Ladders Estimates

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