Contact Centre Implementation Specialist

**Who we are** Join Scene+ and be part of Canada's most robust lifestyle loyalty program with over 15 million members and growing We are a trusted brand, driven by the belief that there's always something to look forward to with rewards for every kind of life. Our goal is to become Canada's favourite loyalty program by nurturing our Members with rewards their way. We're the exciting joint venture of Cineplex, Empire, and Scotiabank, blending the energy, optimism, and atmosphere of a startup with the support of three iconic Canadian companies. With over 100 team members and plans to grow more, we're an emerging, responsive company. We offer collaboration, accountability, challenges, and rewards to everyone who joins us. Our motto is "Love what's next," and we believe it applies to your career too. Join us to help evolve the program, collaborate with amazing teams, and love what lies ahead. **Who we need** Reporting to the Director, Member Services, we are looking for a Contact Centre Implementation Specialist to join us on a **one-year contract** in a newly created role. As a business lead for the successful delivery of key projects within the contact centre, you will manage the end-to-end project delivery from scoping to execution, ensuring projects align with organizational objectives and timelines. You will assess needs, tailor solutions, engage stakeholders, and proactively identify and mitigate risks. You will collaborate with internal and external teams, such as IT, Training, and Operations, to smoothly transition from project execution to Business-as-Usual (BAU), ensuring projects are delivered on time, within scope, and with maximum operational impact. - This is a hybrid role, working 5 days over a 2-week period in the office._ **What’s in it for you** - Ownership, impact and influence. _At Scene+, we are excited about a full contact centre transformation, and we are seeking experience, insights, technical knowledge, and collaborative partnership building to make this a reality. You will help define your accountabilities and impact as you play a critical role on projects that have launched as well as new initiatives. You want to grow your exposure, collaborating with stakeholders to gather and understand requirements for new systems and process enhancements, ensuring alignment with business goals. Your expertise will be valued, and your ideas will directly impact shaping best practices and enhancing service delivery. **As our new Contact Centre Implementation Specialist, you will**: - ** Lead the end-to-end delivery of contact centre projects.**You will manage all aspects of the project, from initial scoping to successful implementation, ensuring alignment with organizational objectives and timelines. You will assess and define contact centre requirements, develop tailored solutions that meet project and stakeholder needs, and execute plans. - ** Plan.** You will work closely with stakeholders to define project scope, gather business requirements, and propose practical, scalable solutions aligned with the Contact Centre's operational goals. You will develop detailed implementation plans, including timelines, resource allocation, risk management strategies, and milestones to guarantee projects are delivered efficiently and on schedule. - ** Communicate and collaborate.** You will serve as the primary liaison across departments (e.g., IT, Training, and Quality Assurance), facilitating clear communication and collaboration throughout the project lifecycle and ensuring that stakeholder needs are effectively understood and addressed from the Contact Centre perspective. You will maintain detailed project documentation, including project plans, meeting notes, training materials, and process guides, ensuring consistency and transparency throughout the project. - ** Manage.** You will monitor project progress, performance metrics, and outcomes, providing stakeholders and senior management with regular updates on project status, risks, and achievements. You will proactively identify, evaluate, and mitigate challenges and risks, collaborating to minimize disruptions and working to ensure smooth and successful delivery while focusing on quality and results. - ** Create engagement.** You will oversee the smooth transition from project execution to Business as Usual (BAU) operations, managing training, documentation, and knowledge transfer to ensure long-term success and sustainability. You will oversee the design and delivery of comprehensive training programs for contact centre staff on new systems, processes, and technologies, ensuring practical knowledge transfer and adoption across teams. **You bring**: - ** The contact centre knowledge.** You have been part of a call centre transformation, mapping old processes and systems to new ones, managing change, and creating engagement. You understand call centre operations, including workflows, customer service metrics (e.g., SLA, FCR), technologies, and h