Contact Centre Business Strategist Advisor

2 months ago

Toronto, Ontario, Canada Slalom Full time
About Slalom

Slalom is a purpose-led, global business and technology consulting company. Our purpose—to help people and organizations dream bigger, move faster, and build better tomorrows for all—guides everything we do. We are dedicated to building a diverse workforce and are an inclusive, equal opportunity employer.

Job Title: Contact Centre Business Strategist Advisor – Senior Delivery PrincipalAbout the Role

We are seeking a highly experienced Contact Centre Business Strategist Advisor to join our dynamic team. As a Senior Delivery Principal, you will lead the charge in Contact Center Transformation by offering best practices to elevate customer service organizations. You will develop and showcase your expertise in contact centers and customer experience, playing a key role in business development and solution design.

Key Responsibilities
  • Be a Trusted Advisor: Lead the charge in Contact Center Transformation by offering best practices to elevate customer service organizations.
  • Be a Subject Matter Expert: Develop and showcase your expertise in contact centers and customer experience, playing a key role in business development and solution design.
  • Drive Innovation: Identify new opportunities and spearhead innovative approaches to enhance client services, contributing to RFI, RFP, and sales strategy development.
  • Global Impact: Promote and implement Slalom's solutions worldwide, focusing on best practices, roadmaps, and blueprints, while partnering with local markets to share your expertise.
  • Shape the Future: Contribute to solution development with industry best practices, roadmaps, and blueprints, providing your invaluable expertise.
Requirements
  • Extensive Experience: 7+ years of experience in contact centers and improvement programs.
  • Expert Knowledge: Deep expertise in Customer Service and Contact Centers, with problem-solving skills and industry experience in financial services, insurance, healthcare/wellness, telecommunications, or utilities.
  • Leadership Skills: Exceptional communication, negotiation, and workshop facilitation abilities, capable of leading discussions across all organizational levels.
  • Team Player: Proven experience in large-scale enterprise implementations with a strategic, analytical approach to business solutions.
  • Technical Familiarity: Comprehensive knowledge of contact center design, management, and emerging technologies like CCaaS/Cloud solutions.
  • Customer Journey Mastery: Experience in customer journey mapping and customer experience strategy.
  • Service Metrics Savvy: Proficiency in service metrics, Quality and Workforce Management technologies, and the ability to conceptualize Customer Service solutions for business challenges.
  • AI Acumen: Familiarity with AI use cases and how they can enhance service/contact center operations and efficiency.
  • Sales Experience: Experience with sales, including revenue targets of $2.5M+.
  • Bilingual Advantage: 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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