Description:
As a Senior Business Consultant – Contact Centre, you will serve as a trusted advisor and subject matter expert on a variety of client mandates. These mandates vary in scope and complexity, and you may be assigned to multiple projects simultaneously based on your expertise and availability. You may work independently, with peers, or as part of a larger multidisciplinary team. You will play a key role in helping clients modernize their contact centre operations, improve customer experience, and achieve operational excellence.
Your Typical Day May Include
- Client Engagements: Leading or participating in client meetings, workshops, and
presentations to understand needs, share insights, and deliver recommendations.
- Mandate Execution: Working on short- or long-term mandates which may involve:
- Conducting Contact Centre current-state assessments and gap analyses
- Identifying operational inefficiencies and improvement opportunities
- Designing future-state processes and customer journeys
- Creating high-quality deliverables such as:
- Presentations, process flows (e.g., Visio), and Excel-based models
- Strategic roadmaps and transformation plans
- Customized training materials and participate in change management strategies
- Advisory Expertise: Providing guidance on a wide range of contact centre topics, including:
- Cloud migration and technology modernization
- Workforce management and quality assurance management
- Performance metrics and reporting
- Organizational change and people enablement
- Knowledge Sharing: Leveraging best practices, industry benchmarks, and internal team
learnings to continuously enhance client value.
Critical Qualifications
- University degree.
- 7- 10 years of experience in the customer contact center environment.
- Knowledge of contact center operations and their relationships with other business units within an organization.
- Ability to develop and illustrate contact center operational processes, process management, and the approach and processes related to interaction quality management tools.
- Proven ability to lead client engagements and deliver impactful results.
- Innovative with the ability to analyze and research solutions that meet client needs while improving profitability.
- Demonstrated ability to collaborate effectively with cross-functional teams and build strong working relationships.
- Excellent written and verbal communication skills in French and/or English.
- Analytical and solution-oriented mindset: able to identify business needs, analyze challenges, and recommend effective solutions.
- Experience in preparing presentations, proposals, or reports.