AI Operations Lead for Contact Center Excellence

BMO; Quebec; On-site; CAD 70,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Life insurance

Retirement savings plan

Job summary

BMO is seeking a Manager - AI Operations to lead monitoring, optimization and governance of AI-enabled capabilities within the Virtual Connect contact centre, including Amazon Connect analytics and IVR. You will work with product, technology, analytics and risk to deliver measurable business value and ensure enterprise standards.

The role involves partnering with stakeholders to interpret results, manage risk, and develop communications for leadership while building plans for AI operations and

Qualifications

• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Deep knowledge and operational proficiency gained through education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.
• Availability Monday to Friday 9am to 5pm EST

Responsibilities

• Lead monitoring, optimization and governance of AI-enabled capabilities within BMO Virtual Connect.
• Collaborate with product, technology, analytics and risk to ensure AI solutions operate effectively.
• Design and produce regular and ad-hoc reports and dashboards.
• Act as primary contact for service/ca0customer complaint escalations and drive resolution.
• Support development and execution of strategic AI initiatives with stakeholders.

Skills

AI operations

Stakeholder management

Data-driven decisions

Analytical thinking

Communication

Leadership

Risk awareness

Education

Post-secondary degree in related field

Equivalent combination of education and experience

Tools

Amazon Connect

Job description

BMO is seeking a Manager - AI Operations to lead monitoring, optimization and governance of AI-enabled capabilities within the Virtual Connect contact centre, including Amazon Connect analytics and IVR. You will work with product, technology, analytics and risk to deliver measurable business value and ensure enterprise standards.

The role involves partnering with stakeholders to interpret results, manage risk, and develop communications for leadership while building plans for AI operations and