Contact Centre Implementation Specialist - Jobs in Toronto - Hybrid, Ontario, M5H 2N2

Job Description

Who we areJoin Scene+ and be part of Canada #39;s most robust lifestyle loyalty program with over 15 million members and growing! We are a trusted brand, driven by the belief that there #39;s always something to look forward to with rewards for every kind of life. Our goal is to become Canada #39;s favourite loyalty program by nurturing our Members with rewards their way. We #39;re the exciting joint venture of Cineplex, Empire, and Scotiabank, blending the energy, optimism, and atmosphere of a startup with the support of three iconic Canadian companies. With over 100 team members and plans to grow more, we #39;re an emerging, responsive company. We offer collaboration, accountability, challenges, and rewards to everyone who joins us.Our motto isquot;Love what #39;s next, quot; and we believe it applies to your career too. Join us to help evolve the program, collaborate with amazing teams, and love what lies ahead.Who we needReporting to the Director, Member Services, we are looking for a Contact Centre Implementation Specialist to join us on a one-year contract in a newly created role. As a business lead for the successful delivery of key projects within the contact centre, you will manage the end-to-end project delivery from scoping to execution, ensuring projects align with organizational objectives and timelines. You will assess needs, tailor solutions, engage stakeholders, and proactively identify and mitigate risks. You will collaborate with internal and external teams, such as IT, Training, and Operations, to smoothly transition from project execution to Business-as-Usual (BAU), ensuring projects are delivered on time, within scope, and with maximum operational impact.This is a hybrid role, working 5 days over a 2-week period in the office.What’s in it for youOwnership, impact and influence. At Scene+, we are excited about a full contact centre transformation, and we are seeking experience, insights, technical knowledge, and collaborative partnership building to make this a reality. You will help define your accountabilities and impact as you play a critical role on projects that have launched as well as new initiatives. You want to grow your exposure, collaborating with stakeholders to gather and understand requirements for new systems and process enhancements, ensuring alignment with business goals. Your expertise will be valued, and your ideas will directly impact shaping best practices and enhancing service delivery.As our new Contact Centre Implementation Specialist, you will:

• Lead the end-to-end delivery of contact centre projects. You will manage all aspects of the project, from initial scoping to successful implementation, ensuring alignment with organizational objectives and timelines. You will assess and define contact centre requirements, develop tailored solutions that meet project and stakeholder needs, and execute plans.
• Plan. You will work closely with stakeholders to define project scope, gather business requirements, and propose practical, scalable solutions aligned with the Contact Centre #39;s operational goals. You will develop detailed implementation plans, including timelines, resource allocation, risk management strategies, and milestones to guarantee projects are delivered efficiently and on schedule.
• Communicate and collaborate. You will serve as the primary liaison across departments (e.g., IT, Training, and Quality Assurance), facilitating clear communication and collaboration throughout the project lifecycle and ensuring that stakeholder needs are effectively understood and addressed from the Contact Centre perspective. You will maintain detailed project documentation, including project plans, meeting notes, training materials, and process guides, ensuring consistency and transparency throughout the project.
• Manage. You will monitor project progress, performance metrics, and outcomes, providing stakeholders and senior management with regular updates on project status, risks, and achievements. You will proactively identify, evaluate, and mitigate challenges and risks, collaborating to minimize disruptions and working to ensure smooth and successful delivery while focusing on quality and results.
• Create engagement. You will oversee the smooth transition from project execution to Business as Usual (BAU) operations, managing training, documentation, and knowledge transfer to ensure long-term success and sustainability. You will oversee the design and delivery of comprehensive training programs for contact centre staff on new systems, processes, and technologies, ensuring practical knowledge transfer and adoption across teams.
• Continuously improve. You will gather feedback from project stakeholders, evaluate outcomes, and apply lessons learned to improve project delivery processes and methodologies for future projects continuously.

You bring:

• The contact centre knowledge. You have been part of a call centre transformation, mapping old processes and systems to new ones, managing change, and creating engagement. You understand call centre operations, including workflows, customer service metrics (e.g., SLA, FCR), technologies, and how they impact project implementation and outcomes. You have experience determining what processes can be optimized and how to do so smoothly. You have a clear understanding of how different departments within an organization engage with a call centre. You can implement a trancing and reporting system to elevate the internal customer experience.
• The project management skills. You have proven success leading projects from requirements gathering to implementation. You can manage scope, stakeholder communications, and deliverables, mitigate risk, generate reports, and meet time and budget expectations. You have outstanding decision-making skills and can address challenges to ensure alignment with project and organizational objectives. You can apply Lean principles, balance multiple priorities, navigating complex problems with efficiency and focus.
• The knowledge sharing strengths. You have experience in working with a training team to develop and deliver training sessions that support the adoption of new systems, processes, or technologies in a cross-function or call centre environment. You value the importance of and know how to maintain comprehensive project documentation, including project plans, meeting notes, training materials, and other stakeholder communications.
• The adaptability. You have a proven ability to manage multiple tasks and priorities simultaneously, under pressure, ensuring timely resolution of issues and smooth operations. You can pivot your focus to adapt to changing priorities, operational shifts, and new processes or tools. You thrive in a small, agile organization while also being comfortable working within the framework of a larger enterprise structure.
• The interpersonal skills. You have excellent communication skills and can translate technical concepts to non-technical audiences. You can confidently engage with internal and external stakeholders at any level, influencing without authority. You can foster positive collaborative relationships, manage conflicting expectations, and navigate difficult situations. You can work independently and as part of a team to drive highly impactful initiatives.

Join us.At Scene+, we cultivate an innovative and collaborative environment. Guided by our values, we aim to exceed the expectations of our partners and members.Member Focus: We prioritize the needs and experiences of our members in everything we do.Teamwork: We believe in the power of collaboration and working together to achieve our goals.Continuous Improvement: We strive for excellence by constantly seeking ways to improve and innovate.Integrity: We uphold the highest standards of honesty and transparency in our actions.Results Driven: We are committed to achieving outstanding outcomes and delivering value.Passion: We are passionate about our work and dedicated to making a positive impact.We offer:Perks: Enjoy a competitive salary and benefits package, performance-based bonuses, and extra rewards from our owners, including discounted rates on mortgages, banking, movies, and more.Warmth: We foster a genuine culture where relationships, knowledge sharing, and creativity thrive.Growth: Working for Scene+ offers exposure to a range of industries represented by our owners and partners. You #39;ll have the chance to work on diverse initiatives, collaborate with cross-company teams, and expand your career path options both internally and with our owners.What you can expect from our interview process:

• A virtual interview with a Talent Advisor discussing your interest in the role and the company and how you will make an impact.
• An interview with the Hiring Manager to discuss how your experience aligns with the role and the needs of the team.
• A final interview with the VP, Digital Product and Channels, to learn more about the role, the contact centre transformation, and the trajectory of the organization.

Apply now.If you have 70% of what we #39;re looking for and 100% authenticity and passion, express your interest here. Please contact us by email at careers@scene.ca and let us know what accommodations or assistance we can provide you during the application process.At Scene+, we #39;re committed to diversity, equity, and inclusion. We strive to integrate these values into everything we do, from our partners and offers to our teams and interactions. We welcome and appreciate candidates from diverse backgrounds, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), the LGBTQ2SIA+ community, and other equity-seeking groups.#LI-Hybrid#LI-DNIPowered by JazzHR