Contact Centre Business Strategist Advisor

2 months ago

Toronto, Ontario, Canada Slalom Full time
About the Role

Slalom is seeking a highly skilled Contact Centre Business Strategist Advisor to join our team. As a key member of our customer experience transformation practice, you will be responsible for helping our clients achieve excellence in customer service and support.

Key Responsibilities
  • Lead the charge in Contact Center Transformation by offering best practices to elevate customer service organizations.
  • Develop and showcase your expertise in contact centers and customer experience, playing a key role in business development and solution design.
  • Identify new opportunities and spearhead innovative approaches to enhance client services, contributing to RFI, RFP, and sales strategy development.
  • Promote and implement Slalom's solutions worldwide, focusing on best practices, roadmaps, and blueprints, while partnering with local markets to share your expertise.
  • Contribute to solution development with industry best practices, roadmaps, and blueprints, providing your invaluable expertise.
Requirements
  • 7+ years of experience in contact centers and improvement programs.
  • Deep expertise in Customer Service and Contact Centers, with problem-solving skills and industry experience in financial services, insurance, healthcare/wellness, telecommunications, or utilities.
  • Exceptional communication, negotiation, and workshop facilitation abilities, capable of leading discussions across all organizational levels.
  • Proven experience in large-scale enterprise implementations with a strategic, analytical approach to business solutions.
  • Comprehensive knowledge of contact center design, management, and emerging technologies like CCaaS/Cloud solutions.
  • Experience in customer journey mapping and customer experience strategy.
  • Proficiency in service metrics, Quality and Workforce Management technologies, and the ability to conceptualize Customer Service solutions for business challenges.
  • Familiarity with AI use cases and how they can enhance service/contact center operations and efficiency.
  • Experience with sales, including revenue targets of $2.5M+.
  • Fluency in French is an asset.
What We Offer
  • Culture & fun
  • Lunch & learns
  • Health & wellness activities
  • Annual retreats
  • Holiday parties
  • Employee resource groups
  • Social clubs & activities
  • Vacation (20 days prorated based on start date & wellness/sick days)
  • Competitive compensation package
  • $100 cell phone monthly reimbursement
  • Registered Retirement Program (RRSP) & Employer Matching
  • Tax-Free Savings Account (TFSA)
  • Annual "Thrive Well-Being" Gift Card
  • Family planning/ Fertility Benefit
  • Maternity/Parental Leave Top-Up
  • Medical & Dental Benefits
  • Life and AD&D Insurance
  • Access to Supplementary Life and AD&D Insurance
  • Access to the Employee Assistance Program (EAP) and Inkblot Therapy
  • And more

*All benefits are subject to eligibility requirements

Slalom is an inclusive, equal opportunity employer dedicated to building a diverse workforce. We encourage applications from all qualified candidates and will work to reasonably accommodate applicants' needs throughout all stages of the recruitment and selection process. Please advise the talent acquisition team if you require accommodations during the interview process.

Please note if you are hired at Slalom you will be required to complete a background check.

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