Advisor, Contact Centre Integrations (Temporary)
About The Position
This position reports to the Manager, Contact Centre Integrations and partners with leaders and teams across the organization to lead initiatives that support Contact Centre Planning & Delivery and broader business priorities. The Integrations Advisor is responsible for driving a more consistent, simplified, and meaningful journey for both guests and team members by delivering cross-functional enhancements across people, process, and technology. This role leads multiple complex initiatives end-to-end, from concept through delivery, with success measured by improvements to cost-to-serve, guest experience, and employee satisfaction.
Requirements
- 3–6 years of Contact Centre or related experience
- Experience with process mapping and documentation tools (e.g., Visio)
- Experience supporting or delivering digital or technology-enabled initiatives
- Strong organizational skills, including time management, prioritization, and tracking deliverables
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Outlook, Teams, SharePoint)
- Excellent written and verbal communication, with strong interpersonal and stakeholder management skills
- Self-motivated with the ability to work independently and drive outcomes with minimal supervision
- Ability to manage multiple concurrent priorities with a high degree of accuracy and quality
- Strong problem-solving skills with a proactive, solution-oriented mindset
- Demonstrated adaptability and resilience in fast-paced, changing environments
- Strong technical writing and documentation skills
- Innovative mindset with the ability to identify opportunities and translate them into actionable solutions
Nice To Haves
- Familiarity with Agile methodologies and cross-functional program delivery
Responsibilities
- Lead multiple complex, cross-functional initiatives using structured project management practices, including scope definition, planning, risk and dependency management, stakeholder alignment, and delivery tracking to ensure successful execution from concept through implementation
- Act as a key Contact Centre representative, building strong relationships and influencing stakeholders from frontline to senior leadership, as well as external partners, to align on priorities, outcomes, and delivery
- Apply structured methodologies to design, measure, analyze, and optimize processes; validate solutions through pilots or proof of concept and implement sustainable improvements
- Develop and deliver clear, data-driven reporting and dashboards to track performance, risks, and outcomes of assigned initiatives
- Responsible for the cross functional implementation of initiatives and service enhancements. Act as the product specifications representative for IT and digital related projects.
- Builds and provides regular detailed and dashboard-style reporting on progress performance of assigned initiatives
- Support the development and utilization of Contact Centre products and services by collaborating with stakeholders to define value, shape direction, and gather feedback
- Complete special projects and other duties as assigned
Benefits
- Competitive total rewards package
- A fun and friendly culture with colleagues who work together to win
- Travel privileges for you and your family, effective from your start date
- Savings and Benefit programs that are flexible to meet your specific needs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
