Our federal government client is seeking the services of an experienced Consultant to establish a centralized approach for managing call center requests and providing solutions. This is a 1-year hybrid contract.

Key Responsibilities:

• Review Existing Call Centers – Assess current call center operations, including staffing, technology, processes, and service quality. Identify strengths, weaknesses, and areas for improvement.
• Analyze Call Center Data – Collect and review data from the main call centers to identify trends, inefficiencies, and opportunities for optimization. Provide reports with key insights and recommendations.
• Assess Future Needs – Evaluate expected changes in service demand and operational requirements. Identify gaps and recommend solutions to meet future call center needs.
• Provide Expert Recommendations – Offer strategic advice based on industry best practices to enhance efficiency, customer service, and overall performance.
• Develop and Improve Processes – Design standardized workflows, call handling procedures, and best practices to improve response times and service quality.
• Recommend Technology Upgrades – Assess current systems and suggest tools such as automation, AI-driven analytics, and CRM enhancements to improve efficiency and customer experience.
• Support Implementation – Assist in the adoption of recommended improvements, ensuring a smooth transition and measurable results.
• Monitor and Report on Progress – Track the effectiveness of implemented changes, provide regular updates, and suggest further refinements as needed.

Qualifications:

• Certificate, diploma, or degree in telecommunications, information technology or computer science from a recognized Canadian post-secondary institution.
• 5+ years of experience in optimizing call centers in large organizations/government, including centralization, process improvement, and modern tech (CRM, AI, automation).
• 3+ years of experience in telecommunications, IT, or computer science, with experience in system implementation and policy compliance.
• 5+ years of experience in analyzing call center data, forecasting needs, and improving scalability and bilingual (English/French) service.
• Bilingual (English and French)
• Reliability clearance

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.