Customer Care Solutions Consultant

3 weeks ago

Toronto, Ontario, Canada Toronto Hydro Corporation Full time

Primary Focus: Analytics and Data Sciences

Reporting to the Manager, Customer Experience Projects or the Manager, Customer Operations Projects, the Customer Care Solutions Consultant is responsible for the identification and implementation of effective customer focused solutions to meet business goals within the Customer Care and Revenue Services group. Works as part of a 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 system solutions and the long-term technology road map meets divisional requirements.

The Customer Care Solutions Consultant will leverage subject matter expertise in database and statistical modelling to deliver insights and decision tools across Customer Care's meter to cash process. In addition, the incumbent will support foundational analytics projects by contributing to predictive and Artificial Intelligence / Machine Learning model development, forecasting, and statistical inference from structured and unstructured data. The Consultant will work on models that help predict patterns, business outcomes and identify recommended courses of action across customer technologies (e.g. the customer information system, customer relationship management system, communication channels, metering systems, etc.).

KEY RESPONSIBILTIES:

  • Leads the development and implementation of data analysis initiatives, and manages and reports on the delivery of business unit projects; assists in preparation of strategic business and action plans/roadmaps
  • Provides business and data analysis, project definition and scope, and conducts feasibility studies including cost benefit analysis
  • Develops, implements, configures, and manages systems related to customer operations and experience, ensuring business requirements and customer needs are addressed. Partners with Information Technology staff to develop and implement systems that support the customer care model
  • Develops predictive and Artificial Intelligence / Machine Learning models, forecasting, and statistical inference from structured and unstructured data by analyzing business requirements and studying system capabilities and available analytical tools
  • Works as an analytics subject matter expert in database programming and statistical modelling to deliver insights and decision tools involving Customer Care's meter to cash process and assist with quality assurance, including developing test strategies, use cases and test scenarios in collaboration with business and IT stakeholders
  • Collaborates with other departments and vendors to ensure the Customer Care and Revenue Service key performance indicators and strategic objectives are met
  • Plans and develops business cases to support large scale divisional projects including the evaluation of current state, recommendation of best practice process and systems improvements, identification of risks and design of effective solutions both functional and technical within the Customer Care and Revenue Services (Customer Support Centre, Accounts Receivable and Compliance, Billing, and Metering) operational environment
  • Acts as a key business resource for projects and initiatives within the Customer Care area, managing multiple projects; developing work plans and providing project status updates; ensuring high quality standards and milestones
  • Facilitates the introduction of new processes and technology to staff

REQUIREMENTS:

  • University degree in Business Administration, Computer Science, Engineering or related discipline
  • Three (3) years of experience with business systems analysis or similar function
  • Progressive experience in business project implementation
  • Five (5) years of experience with business process redesign, analysis of business processes and identifying areas for improvement and development of new processes
  • Proficiency in general purpose programing language / statistical programing language such as R, SQL or Python and Alteryx analytical platform
  • Expert knowledge of one or more data analysis languages such as SQL is required, knowledge in business intelligence/data warehouse, or similar technologies preferred
  • Minimum One (1) year of experience in designing, developing, and implementing statistical / predictive modelling solutions is preferred
  • Foundational knowledge of Artificial Intelligence / Machine Learning techniques
  • Operational knowledge of customer information, billing, self-service or customer relationship management (CRM) systems preferred
  • Three (3) years leadership experience preferred
  • Operational experience in a contact centre or accounts receivable operations is a strong asset
  • 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 superior verbal and written communication skills
  • Demonstrated ability in project management
  • Demonstrated abilities of working collaboratively with multiple work groups
  • Contract and vendor management skills
  • Negotiation skills and the ability to influence others
Read the full posting.

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