Job Description

Our federal government client is seeking the services of an experienced Consultant to establish a centralized approach for managing call center requests and providing solutions. This is a 1-year hybrid contract.

Key Responsibilities:

• Review Existing Call Centers – Assess current call center operations, including staffing, technology, processes, and service quality. Identify strengths, weaknesses, and areas for improvement.
• Analyze Call Center Data – Collect and review data from the main call centers to identify trends, inefficiencies, and opportunities for optimization. Provide reports with key insights and recommendations.
• Assess Future Needs – Evaluate expected changes in service demand and operational requirements. Identify gaps and recommend solutions to meet future call center needs.
• Provide Expert Recommendations – Offer strategic advice based on industry best practices to enhance efficiency, customer service, and overall performance.
• Develop and Improve Processes – Design standardized workflows, call handling procedures, and best practices to improve response times and service quality.
• Recommend Technology Upgrades – Assess current systems and suggest tools such as automation, AI-driven analytics, and CRM enhancements to improve efficiency and customer experience.
• Support Implementation – Assist in the adoption of recommended improvements, ensuring a smooth transition and measurable results.
• Monitor and Report on Progress – Track the effectiveness of implemented changes, provide regular updates, and suggest further refinements as needed.

Qualifications:

• Certificate, diploma, or degree in telecommunications, information technology or computer science from a recognized Canadian post-secondary institution.
• 5+ years of experience in optimizing call centers in large organizations/government, including centralization, process improvement, and modern tech (CRM, AI, automation).
• 3+ years of experience in telecommunications, IT, or computer science, with experience in system implementation and policy compliance.
• 5+ years of experience in analyzing call center data, forecasting needs, and improving scalability and bilingual (English/French) service.
• Bilingual (English and French)
• Reliability clearance