Specialist, Business Process (18-month temporary position)

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