Program Manager - Vancouver

Only for registered members Vancouver, Canada

1 day ago

Default job background
$80,000 - $130,000 (CAD) per year *
* This salary range is an estimation made by beBee
If you meet the requirements, please apply and include a brief message outlining how your experience aligns with the qualifications below. · 10 Month Contract + Possibilities of Extension · Vancouver, BC - Onsite 4 days per week · JOB DESCRIPTION · Insight Global is seeking a Pro ...
Job description

If you meet the requirements, please apply and include a brief message outlining how your experience aligns with the qualifications below.

10 Month Contract + Possibilities of Extension
Vancouver, BC - Onsite 4 days per week


JOB DESCRIPTION
Insight Global is seeking a Program Manager to lead Quality Excellence and Quality Management initiatives across contact center operations.

This role is responsible for defining how quality is measured, reported, and improved, leveraging AI enablement, workforce management platforms, and data‑driven insights.

The Program Manager will evaluate newly enabled capabilities, identify what value has been unlocked, and drive measurable improvements in quality outcomes.

A strong call center background is essential, including experience with quality scoring, compliance requirements, and workforce management practices.

Microsoft Copilot will be a key focus area, with this role orchestrating use cases, tracking adoption and ROI, and delivering executive‑level reporting.

This role partners closely with business, technology, UX, product, and third‑party stakeholders to ensure quality programs scale effectively and align to strategic priorities.


REQUIRED SKILLS AND EXPERIENCE

  • 5+ years of Program Management
  • Experience in Contact Center, or Call Center, or Guest Experience
  • Experience working across numerous business units
  • Experience with governance frameworks, executive reviews, data‑driven reporting, KPIs and scorecards
  • Experience owning end‑to‑end delivery of programs, managing multiple workstreams, timelines, risks, and dependencies to ensure strategic initiatives are executed successfully

NICE TO HAVE SKILLS AND EXPERIENCE

  • Knowledge on AWS, WFM or Co Pilot


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