Senior Telecommunications Consultant to plan and optimize a call center using AI and automation technologies for a public sector client.

Our valued public sector client is hiring a Senior Telecommunications Consultant to plan and optimize a call center using AI and automation technologies.

Background:

The organization is embarking on a transformative project to centralize its call center operations, which are currently spread across various units and divisions. This initiative is driven by the need for greater coordination, efficiency, and alignment of call center services across the department.

Tasks:

• Recommend Technology Upgrades - Assess current systems and suggest tools such as automation, AI-driven analytics, and CRM enhancements to improve efficiency and customer experience.
• Review Existing Call Centers - Assess current call center operations, including staffing, technology, processes, and service quality.
• Analyze Call Center Data - Collect and review data from main call centers to identify trends, inefficiencies, and opportunities for optimization.
• Assess Future Needs - Evaluate expected changes in service demand and operational requirements.
• 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.
• 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.

Must Haves:

• Call center optimization (government) - 5+ years
• Certificate, diploma, or degree in Telecommunications, IT, or Computer Science.
• Bilingual (English & French).