- Effectively guides Contact Centre business unit as a resident Subject Matter Expert in Microsoft Dynamics with a strategic approach to support prioritization and implementation of CRM system functionality
- Leads the development and implementation of initiatives and managesand reports on the delivery ofbusiness unit projects; assists in preparation of strategic business and actionplans
- Provides business and data analysis, project definition andscope, and conducts feasibility studies includingcostbenefit analysis
- Designs, implements, configures,and manages systems related to customer operations andexperience, ensuring businessrequirements andcustomer needs are addressed.
- Meets with the business users and gather application requirements, use cases, user stories and develop strategies to meet those needs.
- Develops system configurations, business rules, and coding logic by analyzing business requirements and studying system capabilities.
- Works as an application subject matter expert to assist with quality assurance, including developing test strategies, use cases and test scenarios in collaboration with business and IT stakeholders
- Develops ad hoc reports and data queries to identify issues, assist requirement analysis, and improve processes in collaboration with business and IT stakeholders
- Collaborates with otherdepartments and vendorsto ensurethe Customer Care and Revenue Service key performance indicators and strategic objectivesare met
- Plans anddevelops business cases tosupport largescaledivisional projects including the evaluation of current state, recommendationof best practice processand systems improvements, identification of risks and design of effective solutions both functional andtechnical within the Customer Care and Revenue Services (Customer Support Centre, Accounts Receivable and Compliance, Billing, andMetering) operational environment
- Actsas a key business resourcefor projects and initiativeswithin the Customer Care area, managingmultiple projects; developing work plans and providing project status updates; ensuring highqualitystandards and milestones
- Facilitates the introduction of new processes and technology to staff
- Universitydegree in Business Administration, Computer Science, Engineering or relateddiscipline
- Five (5) years of experience with business process redesign, analysis of business processes and identifyingareas for improvement and development of new processes
- Progressive experience in businessproject implementation
- Three (3) years of experience with business systems analysis or similar function
- Three (3) years of experience in implementing and customizing Microsoft Dynamics 365 Customer Service solutions, including integrations with Microsoft Power Platforms (Power Automate, Power Apps and Power BI)
- Operational knowledge of Microsoft Dynamics 365 Customer Service within a contact centre envrionment
- Operational experience ina contact centre oraccounts receivable operations is a strong asset
- Knowledge of systems related to customer care; customer billing and accounts receivable systemspreferred
- Basic knowledge of the Microsoft Power Platform (Power Apps, Flow, Power BI) and understanding of Dynamics 365 Common Data Model preferred
- Proficient in analyzing SQL, business intelligence/data warehouse, or similar queries preferred
- Project Management Institute PMP Certification preferred
- Three (3) years leadership experience preferred
- Demonstrated abilitiesof working with multiple work groups.
- Fully proficient in use of MS Office, MS Project,MS Visio and other project management tools
- Knowledge of customer care processes both functional and technical
- Strong facilitation and stakeholder management skills
- Problem solving and decision making skills
- Demonstrated superiorverbal and written communication skills
- Demonstrated ability inproject management
- Contract and vendor management skills
- Negotiation skills and the ability to influence others
-
Consultant solutions d'affaires
2 weeks ago
Groupe conseil ERA / ERA Consulting Group Old Toronto, CanadaNous sommes présentement à la recherche d'un.e Consultant.e Solutions d'affaires Microsoft (Finances) qui aura la responsabilité d'intervenir directement chez nos clients pour implanter les modules reliés à la gestion financière dans Microsoft D365 BC. · TÂCHES PRINCIPALES · Ana ...
-
Solutions Consultant
2 weeks ago
Docebo Toronto, Canada Full timeDocebo is looking to expand our Solutions Consulting teamOur ideal candidate loves working with people to help them understand technology, and will collaborate closely with our sales team on complex deals spanning months. You will work with our prospects to discover, analyze, pre ...
-
Solutions Consultant
6 days ago
Zendesk Ontario, Canada Full timeJob Description · The Solutions Consultant is responsible for all technical, solution, and competitive aspects of the Zendesk sales cycle. As an SC you are both sales focused and technically savvy. You will be successful in selling to Enterprise and Mid Market executives, and con ...
-
Solution Consultant
2 days ago
Apex Time Solutions Toronto, CanadaPosition Summary: · The Solution Consultant will be responsible for aiding the process of defining, developing, training and implementing the system requirements our external business customers. The Solution Consultant will also lead the development of training material and prov ...
-
Solutions Consultant
3 days ago
Emplifi Toronto, Canada Full timeJob Summary · As a Solutions Consultant, you'll be acting as your customers' virtual Chief Technology Officer, and you'll be expected to: · Be a technical thought leader by sharing your broad technical knowledge of the Emplifi platform, our competition, and the industry with Emp ...
-
Solutions Consultant
1 week ago
Tipalti Toronto, CanadaPosition Summary: · The Solution Consultant a product expert and key member of the sales team in presenting and championing Tipalti products and solutions to customers and potential customers, and in transitioning the customer to Tipalti's implementation team post-close. As a t ...
-
Solution Consulting Associate
2 weeks ago
EcoVadis Germany GmbH Old Toronto, CanadaFull-time · Company Description · Work smart, have fun and make an impact · EcoVadis is the leading provider of business sustainability ratings.Our solutions are backed by an international team of experts and powerful technology. We analyze data and build sustainability scorecard ...
-
Associate Solutions Consultant
1 week ago
Docebo Toronto, Canada Full timeThe Associate Solutions Consultant is a dynamic role within the Solutions Engineering job family. It is an excellent gateway opportunity to start your career as a Pre-sales consultant in a world-leading software organization. As an Associate Solutions Consultants (ASCs), you will ...
-
Solution Consulting Associate
5 days ago
Ecovadis Toronto, Canada Full timeDescription · The Enablement & Solution Consulting team's mission is to enable action from insight. We are responsible for ensuring customers understand the value and practical application of EcoVadis solutions, so that they can progress on their sustainable procurement journey. ...
-
Senior Solutions Consultant
1 week ago
CaseWare Toronto, Canada Full time - PermanentCaseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,00 ...
-
Loan Solutions Consultant
3 weeks ago
Fairstone Financial Inc. Ontario, CanadaLoan Solutions Consultant page is loaded · Loan Solutions Consultant · Apply locations St. Catharines, Ontario time type Full time posted on Posted 2 Days Ago job requisition id R21453 Come join Fairstone Financial as a Consultant in Loan Solutions. · Be part of Canada's le ...
-
Programmatic Solutions Consultant, Advertising
3 weeks ago
Amazon Old Toronto, CanadaProgrammatic Solutions Consultant, Amazon Advertising · Amazon Ads is looking for a Programmatic Solutions Consultant in Toronto (CAN), to support customers using our demand-side platform, Amazon DSP. · As a Programmatic Solutions Consultant (PSC), you will manage the end-to-end ...
-
Senior Manager, Solutions Consulting
3 weeks ago
Bell Canada Old Toronto, CanadaPress Tab to Move to Skip to Content Link · Select how often to receive alerts (in days): Create alert · At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each ...
-
Consultant, Enterprise Solutions- Platinion
3 weeks ago
Boston Consulting Group Toronto, Canada Full timeLocations: Boston | Atlanta | Boston | Chicago | Dallas | Denver | Houston | Nashville | Summit | New York | Philadelphia | Pittsburgh | Toronto | WashingtonWho We Are · Boston Consulting Group partners with leaders in business and society to tackle their most important challenge ...
-
Principal Cloud Solutions Consultant
1 week ago
Sourced Group Toronto, CanadaWelcome to the Amdocs Cloud Business Unit · We are the result of a strategic fusion of three prominent Cloud Consulting companies: Sourced, Kenzan, and DevOps Group. Today, we proudly operate under the unified brand of Sourced. · As a global team of cloud specialists, we are lase ...
-
Solution Architect- DE Consulting
1 week ago
Tiger Analytics Toronto, CanadaTiger Analytics is pioneering what AI and analytics can do to solve some of the toughest problems faced by organizations globally. We develop bespoke solutions powered by data and technology for several Fortune 100 companies. We have offices in multiple cities across the US, UK, ...
-
Customer Care Solutions Consultant
2 weeks ago
Toronto Hydro Toronto, CanadaPrimary Focus: Analytics and Data Sciences · Reporting to the Manager, Customer Experience Projects or the Manager, Customer Operations Projects, the Customer Care Solutions Consultant is responsible for the identification and implementation of effective customer focused solution ...
-
Customer Care Solutions Consultant
1 week ago
Toronto Hydro Toronto, CanadaPrimary Focus: Microsoft Dynamics CRM · Reporting to the Manager, Customer Experience Projects, the Customer Care Solutions Consultant is responsible for the identification and implementation of effective customer focused solutions to meet business goals within the Customer Care ...
-
Solutions Consultant
2 weeks ago
Axonify Toronto, CanadaAxonify is the frontline enablement solution that's science-backed and proven to maximize the potential of workforces. Our vision is to reinvent the frontline experience, and we thrive giving them what they need to learn, connect, and get things done. · Our SaaS platform is fun, ...
-
Solution Consultant
1 week ago
Wunderman Thompson MAP Toronto, CanadaJUL 21, 2023 · Leap into an exciting adventure at Wunderman Thompson MAP as a Solution Consultant. You will become a vital part of a diverse team, working with leading global brands, providing key solutions in digital marketing automation and personalization. If you are a Martech ...
Customer Care Solutions Consultant - Old Toronto, Canada - Toronto Hydro
![Default job background](https://contents.bebee.com/public/img/bg-user-ex-1.jpg)
Description
Primary Focus:
Microsoft Dynamics CRM
Reporting to the Manager, Customer Experience Projects, the Customer Care Solutions Consultant is responsible for the identification and implementation of effective customer focused solutions to meet business goalswithin the Customer Care and Revenue Services group.
Works as part of the Customer Care and Revenue Services team to analyze, develop and lead initiatives to enhance business operations and improve customer experience.
Works in partnership with the Information Technology team to ensure systemsolutions and thelong-term technology road map meetsdivisional requirements.
This position will focus on implementation and long-term optimization of Microsoft Dynamics Customer Relationship Management (CRM) for Customer Care to enable improvements in agent and customer experience, while supporting enhanced business operations.
KEY RESPONSIBILTIES:
REQUIREMENTS:
Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person.
You are expected to live in Ontario and within reasonable commuting distance of the office.#J-18808-Ljbffr