Business Solutions Consultant (customer Care)

Primary Focus : Microsoft Dynamics CRM

Reporting to the Manager, Customer Experience Projects, the Customer Care Solutions Consultant is responsible for the identification and implementation of effective customer focused solutions to meet business goalswithin the Customer Care and Revenue Services group.

Works as part of the Customer Care and Revenue Services team to analyze, develop and lead initiatives to enhance business operations and improve customer experience.

Works in partnership with the Information Technology team to ensure systemsolutions and thelong-term technology road map meetsdivisional requirements.

This position will focus on implementation and long-term optimization of Microsoft Dynamics Customer Relationship Management (CRM) for Customer Care to enable improvements in agent and customer experience, while supporting enhanced business operations.

KEY RESPONSIBILTIES :

• Effectively guides Contact Centre business unit as a resident Subject Matter Expert in Microsoft Dynamics with a strategic approach to support prioritization and implementation of CRM system functionality
• Leads the development and implementation of initiatives and managesand reports on the delivery ofbusiness unit projects;

assists in preparation of strategic business and actionplans

• Provides business and data analysis, project definition andscope, and conducts feasibility studies includingcostbenefit analysis
• Designs, implements, configures,and manages systems related to customer operations andexperience, ensuring businessrequirements andcustomer needs are addressed.

Partners with Information Technology toprovide better understanding of the business user's need to effectively develop and implement systems thatsupportthe customer care model

• Meets with the business users and gather application requirements, use cases, user stories and develop strategies to meet those needs.
• Develops system configurations, business rules, and coding logic by analyzing business requirements and studying system capabilities.
• Works as an application subject matter expert to assist with quality assurance, including developing test strategies, use cases and test scenarios in collaboration with business and IT stakeholders
• Develops ad-hoc reports and data queries to identify issues, assist requirement analysis, and improve processes in collaboration with business and IT stakeholders
• Collaborates with otherdepartments and vendorsto ensurethe Customer Care and Revenue Service key performance indicators and strategic objectivesare met
• Plans anddevelops business cases tosupport largescaledivisional projects including the evaluation of current state, recommendationof best practice processand systems improvements, identification of risks and design of effective solutions both functional andtechnical within the Customer Care and Revenue Services (Customer Support Centre, Accounts Receivable and Compliance, Billing, andMetering) operational environment
• Actsas a key business resourcefor projects and initiativeswithin the Customer Care area, managingmultiple projects; developing work plans and providing project status updates;

ensuring highqualitystandards and milestones

Facilitates the introduction of new processes and technology to staff

REQUIREMENTS :

• Universitydegree in Business Administration, Computer Science, Engineering or relateddiscipline
• Five (5) years of experience with business process redesign, analysis of business processes and identifyingareas for improvement and development of new processes
• Progressive experience in businessproject implementation
• Three (3) years of experience with business systems analysis or similar function
• Three (3) years of experience in implementing and customizing Microsoft Dynamics 365 Customer Service solutions, including integrations with Microsoft Power Platforms (Power Automate, Power Apps and Power BI)
• Operational knowledge of Microsoft Dynamics 365 Customer Service within a contact centre envrionment
• Operational experience ina contact centre oraccounts receivable operations is a strong asset
• Knowledge of systems related to customer care; customer billing and accounts receivable systemspreferred
• Basic knowledge of the Microsoft Power Platform (Power Apps, Flow, Power BI) and understanding of Dynamics 365 Common Data Model preferred
• Proficient in analyzing SQL, business intelligence / data warehouse, or similar queries preferred
• Project Management Institute PMP Certification preferred
• Three (3) years leadership experience preferred
• Demonstrated abilitiesof working with multiple work groups. Comfortable with collaboration, open communication and proactively reaching out to cross-functional teams and customers
• Fully proficient in use of MS Office, MS Project,MS Visio and other project management tools
• Knowledge of customer care processes both functional and technical
• Strong facilitation and stakeholder management skills
• Problem solving and decision-making skills
• Demonstrated superiorverbal and written communication skills
• Demonstrated ability inproject management
• Contract and vendor management skills
• Negotiation skills and the ability to influence others

Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs.

Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person.

You are expected to live in Ontario and within reasonable commuting distance of the office.

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