Strategic Contact Centre Lead Role Winnipeg

Harness your experience in contact centre solutions with the Water & Waste Department. This senior strategist position focuses on improving service delivery through actionable assessments and recommendations.

In this key role, youll lead assessments of contact centre and back-office operations, aiming to enhance customer experiences while delivering measurable outcomes. Your expertise in process and customer journey mapping, combined with strong collaboration skills with various stakeholders, will guide the development of prioritized improvements across operations.

Key Responsibilities

• Lead assessments to identify operational improvement opportunities
• Translate needs into actionable recommendations for contact centre strategies
• Assess call routing and response times for better customer experience
• Identify process improvements to reduce call volumes
• Develop a prioritized roadmap focused on service quality and ...