Apply for Sr. Contact Center Strategist

On behalf of our public sector client, Affinity is seeking a Sr. Contact Center Strategist with demonstrated experience in the utilities sector, the successful partner will conduct a current‑state assessment of a customer contact centre and identify practical, operational opportunities to improve service delivery in a sustainable and customer‑focused manner.

Responsibilities:

Under the supervision of the Contract Administrator, the Senior Contact Centre Strategist will be responsible for providing the expected deliverables:

• A current state assessment of contact centre and back-office operations with actionable, business led recommendations across process, workforce, and enabling technology

• Identification of high impact improvement opportunities

• A prioritized roadmap focused on improving customer experience, operational efficiency, and response times

• Insights to inform potential future implementation initiatives

Experience:

• 8+ years’ experience in public sector contact centre solution and enterprise architecture.

• Proven experience developing contact centre and customer experience strategies, including enterprise roadmaps and IT plans, preferably in the utilities sector.

• Demonstrated ability to lead end to end assessments and translate business needs into actionable recommendations.

• Strong experience collaborating with business leaders, SMEs, and IT stakeholders to deliver measurable outcomes.

Skills and Depth:

• Contact centre solution and enterprise architecture.

• Strategic planning and multi year road mapping for contact centre modernization.

• Process and customer journey mapping including identification of operational and organizational efficiencies.

• Executive level report writing and presentation development.

• Utilities sector experience (water, wastewater preferred; solid waste an asset).

Affinity Earn:

Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/

About Affinity: 

Affinity Group is a technology and business consulting and services company. We believe in creating long term relationships between clients and consultants that foster a mutually beneficial partnership. Affinity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need.

For more information on Affinity, please visit www.affinity-group.ca

Job Number: 13402