Contact Centre Consultant
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)
- Posted in: Business Consultant
- Location: Winnipeg, Manitoba (Hybrid)
- Starting Date: Jun 15, 2026
- Estimated End Date: till Sep 18, 2026
- Job Posting ID: 56783