Job Opportunities Business Performance Consultant

Position Summary

Operating within a dynamic contact centre environment this position supports a broad range of corporate and departmental initiatives including business process improvement performance measurement project management contract management and training plan the coming year the position will support significant system upgrade projects including CRM and pointofsale (POS) enhancements.

The ideal candidate is highly self-directed resourceful and comfortable working with minimal supervision. They excel at navigating ambiguity asking insightful questions to fully understand problems uncovering root causes and recommending practical solutions. They take initiative to move work forward anticipate needs and collaborate effectively with stakeholders at all levels to enhance contact centre operations and the overall customer experience.

This role also requires strong analytical capability including the ability to comprehend complex data interpret detailed reports and translate findings into clear insights and actionable recommendations. The successful candidate can blend information from multiple sources identify trends and issues and effectively communicate results to stakeholders. The role may also assist with training quality call and email reviews and by contributing to the creation and maintenance of operational procedures

Key Duties & Responsibilities

• Applies project management practices across a variety of business functions such as policy development budget development performance improvement performance measurement and benchmarking.
• Responsible for managing assigned projects as well as implementing corporate initiatives at the department level. Facilitate meetings for project requirement gathering.
• Assists business areas by assessing business processes and recommending process improvements.
• Develop business solutions through formal needs analysis and/or consultations identify gaps and/or opportunities for new and/or improved services and programs.
• Perform business analysis assistance through process mapping gathering business requirements creating procedure documentation and guidelines.
• Create consistency by developing standardized business processes for business areas while addressing stakeholders specific needs.
• Coordinate and facilitate meetings with other departments.
• Works in a facilitation and consultation role with internal stakeholders to lead or assist the development of solutions to address specific business needs.
• Advise stakeholders on project plans and project implementation strategies.
• Coordinate reporting of department/project metrics and performance measures.
• Develop presentations and present levels of service and performance results to departments senior leadership and other groups.
• Research best practices and adapt to corporate context to develop programs/templates/tools. Write reports business cases and Request for Proposals.

Key Qualifications

• Knowledge of and the ability to interpret and adapt concepts and principles of project management change management business analysis (e.g. BABOK theory and IIBA knowledge) and knowledge of problem-solving techniques.
• Knowledge of specific issues trends and challenges within the context of the broader Department and understanding of broader City operations.
• Specialized knowledge of strategic and business planning concepts and techniques project management methodology research and analytical skills and strong report writing ability.
• Communication skills to present to lead and/or facilitate groups of stakeholders. Communication skills to resolve conflict build common ground and consensus.
• Change management skills including recognition and resolution of resistance to change.
• Ability to facilitate discussions on service and department wide issues where there are competing priorities agendas or interests.
• Problem-solving and decision-making skills requiring analysis creativity and innovation. Ability to work independently providing research analysis recommendations and reports.
• Knowledge of strategy execution principles business planning process improvement performance measurement portfolio management collaboration and teamwork.
• Responsibility includes project management and people coordination (e.g. for purpose-specific teams).
• Knowledge of contact centre operations.

Working/Other Conditions

• There are no unusual physical visual auditory and concentration demands associated with this role.
• This position requires high levels of concentration and the ability to actively listen and process information while reading nonverbal cues in order to facilitate groups.
• The majority of the work is undertaken in City facilities