Contact Centre Consultant
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Our client requires a Contact Centre Specialist with demonstrated experience in the utilities sector to conduct a current-state assessment of the contact centre, and outline practical, operational opportunities to improve service delivery in a sustainable and customer focused manner.
The objective of the assessment includes:
- Assessing opportunities to improve response times and overall customer satisfaction
- Evaluating the current state of call routing and identifying strategic opportunities to increase first contact resolution
- Identifying opportunities to reduce avoidable call volumes by addressing manual and high volume drivers through automation
- Assessing workforce alignment including capacity, scheduling, and skills, against current and projected demand
- Identifying practical, operational improvement opportunities beyond technology only solutions
Work is hybrid.
Winnipeg, Manitoba (Hybrid)
Mandatory Requirements
Mandatory Requirements Include:
- 8+ years’ experience in public sector contact centre solution and enterprise architecture.
- Proven experience developing contact centre and customer experience strategies, including enterprise roadmaps and IT plans, preferably in the utilities sector.
- Demonstrated ability to lead end to end assessments and translate business needs into actionable recommendations.
- Strong experience collaborating with business leaders, SMEs, and IT stakeholders to deliver measurable outcomes.
Skills and Depth Include:
- Contact centre solution and enterprise architecture.
- Strategic planning and multi year road mapping for contact centre modernization.
- Process and customer journey mapping including identification of operational and organizational efficiencies.
- Executive level report writing and presentation development.
- Utilities sector experience (water, wastewater preferred; solid waste an asset).
Job Posting ID: 56783
Location: Winnipeg, Manitoba (Hybrid)
Estimated Starting Date: Jun 15, 2026
Estimated End Date: till Sep 18, 2026
Posting Closing Date: May 12, 2026
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