Contact tracing Jobs in Toronto, ON

Join to apply for the Contact Centre Implementation Specialist role at Scene+

Join to apply for the Contact Centre Implementation Specialist role at Scene+

Join Scene+ and be part of Canada's most robust lifestyle loyalty program with over 15 million members and growing! We are a trusted brand, driven by the belief that there's always something to look forward to with rewards for every kind of life. Our goal is to become Canada's favourite loyalty program by nurturing our Members with rewards their way.

We're the exciting joint venture of Cineplex, Empire, and Scotiabank, blending the energy, optimism, and atmosphere of a startup with the support of three iconic Canadian companies. With over 100 team members and plans to grow more, we're an emerging, responsive company. We offer collaboration, accountability, challenges, and rewards to everyone who joins us.

Our motto is "Love what's next," and we believe it applies to your career too. Join us to help evolve the program, collaborate with amazing teams, and love what lies ahead.

Who we need

Reporting to the Director, Member Services, we are looking for a Contact Centre Implementation Specialist to join us on a one-year contract in a newly created role. As a business lead for the successful delivery of key projects within the contact centre, you will manage the end-to-end project delivery from scoping to execution, ensuring projects align with organizational objectives and timelines. You will assess needs, tailor solutions, engage stakeholders, and proactively identify and mitigate risks. You will collaborate with internal and external teams, such as IT, Training, and Operations, to smoothly transition from project execution to Business-as-Usual (BAU), ensuring projects are delivered on time, within scope, and with maximum operational impact.

This is a hybrid role, working 5 days over a 2-week period in the office.

What’s in it for you

Ownership, impact and influence. At Scene+, we are excited about a full contact centre transformation, and we are seeking experience, insights, technical knowledge, and collaborative partnership building to make this a reality. You will help define your accountabilities and impact as you play a critical role on projects that have launched as well as new initiatives. You want to grow your exposure, collaborating with stakeholders to gather and understand requirements for new systems and process enhancements, ensuring alignment with business goals. Your expertise will be valued, and your ideas will directly impact shaping best practices and enhancing service delivery.

As our new Contact Centre Implementation Specialist, you will :

• Lead the end-to-end delivery of contact centre projects. You will manage all aspects of the project, from initial scoping to successful implementation, ensuring alignment with organizational objectives and timelines. You will assess and define contact centre requirements, develop tailored solutions that meet project and stakeholder needs, and execute plans.
• Plan. You will work closely with stakeholders to define project scope, gather business requirements, and propose practical, scalable solutions aligned with the Contact Centre's operational goals. You will develop detailed implementation plans, including timelines, resource allocation, risk management strategies, and milestones to guarantee projects are delivered efficiently and on schedule.
• Communicate and collaborate. You will serve as the primary liaison across departments (e.g., IT, Training, and Quality Assurance), facilitating clear communication and collaboration throughout the project lifecycle and ensuring that stakeholder needs are effectively understood and addressed from the Contact Centre perspective. You will maintain detailed project documentation, including project plans, meeting notes, training materials, and process guides, ensuring consistency and transparency throughout the project.
• Manage. You will monitor project progress, performance metrics, and outcomes, providing stakeholders and senior management with regular updates on project status, risks, and achievements. You will proactively identify, evaluate, and mitigate challenges and risks, collaborating to minimize disruptions and working to ensure smooth and successful delivery while focusing on quality and results.
• Create engagement. You will oversee the smooth transition from project execution to Business as Usual (BAU) operations, managing training, documentation, and knowledge transfer to ensure long-term success and sustainability. You will oversee the design and delivery of comprehensive training programs for contact centre staff on new systems, processes, and technologies, ensuring practical knowledge transfer and adoption across teams.
• Continuously improve. You will gather feedback from project stakeholders, evaluate outcomes, and apply lessons learned to improve project delivery processes and methodologies for future projects continuously.

You bring :

At Scene+, we cultivate an innovative and collaborative environment. Guided by our values, we aim to exceed the expectations of our partners and members.

Member Focus : We prioritize the needs and experiences of our members in everything we do.

Teamwork : We believe in the power of collaboration and working together to achieve our goals.

Continuous Improvement : We strive for excellence by constantly seeking ways to improve and innovate.

Integrity : We uphold the highest standards of honesty and transparency in our actions.

Results Driven : We are committed to achieving outstanding outcomes and delivering value.

Passion : We are passionate about our work and dedicated to making a positive impact.

We offer :

Perks : Enjoy a competitive salary and benefits package, performance-based bonuses, and extra rewards from our owners, including discounted rates on mortgages, banking, movies, and more.

Warmth : We foster a genuine culture where relationships, knowledge sharing, and creativity thrive.

Growth : Working for Scene+ offers exposure to a range of industries represented by our owners and partners. You'll have the chance to work on diverse initiatives, collaborate with cross-company teams, and expand your career path options both internally and with our owners.

What you can expect from our interview process :

Apply now.

If you have 70% of what we're looking for and 100% authenticity and passion, express your interest here. Please contact us by email at [emailprotected] and let us know what accommodations or assistance we can provide you during the application process.

At Scene+, we're committed to diversity, equity, and inclusion. We strive to integrate these values into everything we do, from our partners and offers to our teams and interactions. We welcome and appreciate candidates from diverse backgrounds, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), the LGBTQ2SIA+ community, and other equity-seeking groups.

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