Contact Centre Business Strategist Advisor

2 months ago

Toronto, Ontario, Canada Slalom Full time

About the Role

We are seeking a highly experienced and skilled Contact Centre Business Strategist Advisor to join our team at Slalom. As a key member of our team, you will be responsible for leading the charge in Contact Center Transformation by offering best practices to elevate customer service organizations.

Key Responsibilities

  • Be a Trusted Advisor: Develop and showcase your expertise in contact centers and customer experience, playing a key role in business development and solution design.
  • Be a Subject Matter Expert: Lead the charge in Contact Center Transformation by offering best practices to elevate customer service organizations.
  • 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: A dynamic and inclusive work environment that fosters creativity and collaboration.
  • Professional Development: Opportunities for growth and development, including training and mentorship programs.
  • Competitive Compensation: A comprehensive compensation package, including a competitive salary and benefits.
  • Work-Life Balance: A flexible work environment that supports work-life balance and well-being.

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 committed to creating an inclusive and equitable work environment.

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