Telecommunication Call Center Specialist (Bilingual)

Job Posting: Telecommunication Call Center Specialist (Bilingual)
Location: Remote — Ottawa, Ontario, Canada
Clearance Required: Valid Reliability Level Security Clearance
Employment Type: Contract

About the Role:
Noramtec is currently seeking a Telecommunication Call Center Specialist (Bilingual – English & French) to support a valued government client. This is a remote position based in Ottawa, with occasional travel requirements. The ideal candidate will bring deep expertise in telecommunications and call center operations within large organizations or government environments.
You’ll play a vital role in reviewing existing call center operations, analyzing data, and providing expert recommendations to enhance efficiency, customer service, and overall performance — all while aligning with the client’s security protocols and service standards.

Scope of Work:
As a Call Center Specialist, you will:
Assess current call centers: Review operations, staffing, technology, processes, and service quality. Identify strengths, weaknesses, and opportunities for improvement.
Analyze call center data: Collect and interpret operational data to spot trends, inefficiencies, and areas for optimization. Prepare clear, actionable reports.
Assess future needs: Forecast service demand and operational shifts, identifying capability gaps and recommending solutions.
Provide expert recommendations: Deliver strategic advice based on industry best practices to enhance operational efficiency and service delivery.
Develop and improve processes: Design standardized workflows and best practices to improve response times, customer experience, and service consistency.
Recommend technology upgrades: Evaluate existing systems and propose enhancements such as automation, AI-powered analytics, and CRM improvements.
Support implementation: Assist in the rollout of improvements, ensuring seamless transitions and measurable results.
Monitor and report on progress: Track success metrics post-implementation, offering ongoing support and refinements as needed.

Qualifications & Requirements:
Education: Certificate, diploma, or degree in Telecommunications, IT, or Computer Science from a recognized Canadian institution.
Experience:
Minimum 36 months in telecommunications, IT, or computer science.
Minimum 5 years specializing in call center optimization and technology within large organizations or the government.

Security & Language:
Reliability Level Security Clearance (DOS) is mandatory.
Bilingual (English & French) proficiency is required.
Other:
Must work remotely using a DND-issued laptop.
Willingness and ability to travel when necessary.

How to Apply:
If you meet the criteria and are interested in this opportunity, please send your resume to:
jim.nickolson@noramtec.com
Only those selected for interviews will be contacted