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Intellex Systems
Contact Centre ConsultantIntellex Systems • Winnipeg, Manitoba (Hybrid)
Contact Centre Consultant

Contact Centre Consultant

Intellex Systems • Winnipeg, Manitoba (Hybrid)
10 days ago
Job type
  • Full-time
Job description

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).
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Contact Centre Consultant • Winnipeg, Manitoba (Hybrid)

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