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Customer Care Solutions Consultant

2 months ago

Old Toronto, Ontario, Canada Toronto Hydro Corporation Full time
Job Description

**Job Title:** Customer Care Solutions Consultant

**Job Summary:** We are seeking a highly skilled Customer Care Solutions Consultant to join our team at Toronto Hydro Corporation. As a key member of our Customer Care and Revenue Services group, you will be responsible for identifying and implementing effective customer-focused solutions to meet business goals.

**Key Responsibilities:**

  • **Subject Matter Expert:** Provide strategic guidance to the Contact Centre business unit as a resident expert in Microsoft Dynamics, supporting prioritization and implementation of CRM system functionality.
  • **Project Leadership:** Lead the development and implementation of initiatives, manage and report on project delivery, and assist in preparing strategic business and action plans.
  • **Business Analysis:** Conduct business and data analysis, define project scope, and conduct feasibility studies, including cost-benefit analysis.
  • **System Design and Implementation:** Design, implement, configure, and manage systems related to customer operations and experience, ensuring business requirements and customer needs are addressed.
  • **Requirements Gathering:** Meet with business users, gather application requirements, use cases, and user stories, and develop strategies to meet those needs.
  • **System Configuration and Development:** Develop system configurations, business rules, and coding logic by analyzing business requirements and studying system capabilities.
  • **Quality Assurance:** Work as an application subject matter expert to assist with quality assurance, including developing test strategies, use cases, and test scenarios in collaboration with business and IT stakeholders.
  • **Reporting and Data Analysis:** Develop ad-hoc reports and data queries to identify issues, assist requirement analysis, and improve processes in collaboration with business and IT stakeholders.
  • **Collaboration and Stakeholder Management:** Collaborate with other departments and vendors to ensure key performance indicators and strategic objectives are met.
  • **Business Case Development:** Plan and develop 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.
  • **Project Management:** Act 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.
  • **Process and Technology Introduction:** Facilitate the introduction of new processes and technology to staff.

**Requirements:**

  • **Education:** University degree in Business Administration, Computer Science, Engineering, or related discipline.
  • **Experience:** Five years of experience with business process redesign, analysis of business processes, and identifying areas for improvement and development of new processes.
  • **Business Project Implementation:** Progressive experience in business project implementation.
  • **Business Systems Analysis:** Three years of experience with business systems analysis or similar function.
  • **Microsoft Dynamics 365:** Three years of experience in implementing and customizing Microsoft Dynamics 365 Customer Service solutions, including integrations with Microsoft Power Platforms.
  • **Operational Knowledge:** Operational knowledge of Microsoft Dynamics 365 Customer Service within a contact centre environment.
  • **Leadership Experience:** Three years leadership experience preferred.
  • **Skills:** Proficient in analyzing SQL, business intelligence/data warehouse, or similar queries; project management skills; facilitation and stakeholder management skills; problem-solving and decision-making skills; superior verbal and written communication skills; ability to influence others; contract and vendor management skills; negotiation skills.