Customer Care Solutions Consultant
- Toronto, ON
- Permanent
- Temps-plein
- Leads the requirements gathering, implementation and timing of projects of behalf of business unit leaders; assists in preparation of strategic business plans and associated presentations
- Collaborates with other departments and vendors to ensure the Customer Care key performance indicators and strategic objectives are met
- Facilitates the introduction of new customer experience processes, and technologies to staff
- Plans and develops business cases to support large scale divisional projects including the recommendation of best practice process and system improvements across both functional and technical domains
- Provides business analysis and data assessments to make informed decisions and recommendations
- Assesses and evaluates the current state of the Customer Care (Customer Support Centre, Accounts Receivable, Meter Data Collection and Management, and Metering Operations) operational environment, identifying new opportunities and risks
- Develops, implements and manages systems related to customer experience, ensuring business requirements and customer needs are addressed. Partners with IT to develop and implement systems that support the customer care model
- Acts 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; ensuring high quality standards and milestones
- University degree in Business Administration, Management Systems or related discipline
- Five (5) years of experience with business process redesign, analysis of business processes and identifying areas for improvement and development of new processes
- Progressive experience in business projects implementation
- PMP certification from PMI or Six Sigma Certification is strongly preferred
- Three (3) years leadership experience preferred
- Operational experience in a contact centre and/or accounts receivable operation is a strong asset
- Demonstrated analytical skills coupled with business knowledge preferred, ideally in the utility sector
- Knowledge of systems related to customer care, customer experience, AMI (Advanced Metering Infrastructure), customer billing or accounts receivable systems preferred
- Fully proficient in use of MS Office, MS Project, MS Visio and other project management tools
- Knowledge of customer care processes both functional and technical
- Strong facilitation and stakeholder management skills
- Problem solving and decision-making skills
- Demonstrated superior verbal and written communication skills
- Demonstrated ability in project management
- Demonstrated abilities of working collaboratively with multiple work groups
- Contract and vendor management skills
- Negotiation skills and the ability to influence others