Job Summary
Process Improvement Consultant
Location: Ottawa, ON Category: Other
Job Type: Temporary/Contract Reference: CA_EN_6_20842_56305916
Posted: August 30,2017 Salary: N/A

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Modis is seeking a Process Improvement consultant in Ottawa, ON.
Our client is a Federal Agency and in this role you will be providing Business Transformation expertise to the Call Center Modernization (CCM) Project Director within the National Capital Region.
Location: Ottawa
Required Qualifications/Experience:

  • Successful completion of a post-secondary degree from a recognized academic institution or a Diploma from a recognized College.
  • Successful completion of three (3) process improvement projects within the last five (5) years.
  • Minimum of one year, within the last ten years, experience in workforce management and advanced routing and quality management and reporting using the latest generation of the Genesys Software Solution.
  • Must hold / be eligible for an Enhanced Reliability security clearance.

The tasks will include but are not limited to:

  • Define and propose a business transformation strategy addressing the impact of the implementation of the IBM Hosted Contact Center Service leveraging a Genesys Software Solution
  • Define and propose an Operational Change Readiness Assessment
  • Facilitate interactive sessions with employees to determine the current state and the opportunities that the Genesys Software Solution will provide.
  • Gather additional data through research and/or consultations to address the impact of the Genesys Software Solution;
  • Apply problem solving methodology to improve process performance, to be more effective, efficient and client centric;
  • Facilitate interactive sessions with employees to identify possible organization changes;
  • Document, review, analyze, and identify viable options, cost/benefit and risk analysis, recommendations on organizational models, best practices, benchmarking;

Qualified candidates are invited to submit their resume in confidence to
Modis would like to thank all candidates for submitting to this job opportunity, however, only those with the above qualifications clearly identified in their resumes will be contacted for further instruction and submission to the client.
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