Location: Winnipeg, Manitoba (Hybrid, on-site requirements determined by project needs)
Language: English, both written and spoken communication required
Duration: June 15, 2026 to September 18, 2026
Background Check Requirement: Police Information Check required
About the Opportunity
Our client, a public sector organization within the utilities space, is seeking a Senior Contact Centre Strategist to lead a high-impact assessment focused on improving customer experience and operational performance. This role offers the opportunity to shape how essential services are delivered to the community, with a strong emphasis on practical, sustainable improvements that go beyond technology alone.
You’ll work closely with business leaders, subject matter experts, and technical teams to evaluate current contact centre operations and identify opportunities to enhance service delivery. This is a people-focused engagement where collaboration, insight, and strategic thinking will directly influence how teams operate and how customers experience critical services.
What’s In It for You
• A meaningful opportunity to influence public-facing services that impact thousands of residents
• Exposure to senior stakeholders and enterprise-level decision-making
• A collaborative environment that values practical thinking and measurable outcomes
• The chance to lead a full-cycle assessment and shape future transformation initiatives
Your Responsibilities
• You’ll lead a comprehensive current-state assessment of contact centre and back-office operations
• In this role, you’ll identify opportunities to improve response times and customer satisfaction
• You’ll evaluate call routing processes and recommend strategies to increase first-contact resolution
• You’ll develop a prioritized roadmap focused on operational efficiency and service excellence
• You’ll collaborate with business and IT stakeholders to translate findings into actionable recommendations
Skills and Qualifications
• 8+ years of experience in contact centre strategy, enterprise architecture, or related fields
• Proven experience delivering contact centre or customer experience assessments, ideally in the public or utilities sector
• Strong expertise in process mapping, workforce planning, and customer journey analysis
• Demonstrated ability to develop strategic roadmaps and executive-level reporting
• Excellent stakeholder engagement and communication skills across business and technical teams
• Experience in utilities such as water, wastewater, or similar environments is considered an asset
Why Partner with Altis
If you’ve never worked with a staffing agency before, we make it easy. We work with top employers across Canada who have great jobs to fill, each vetted and verified by our team. When you apply for a job with Altis, we get to know you as a candidate and learn what your strengths are. Then, if you’re a solid match, we handle all the logistics, advocating for you as a candidate for the role, providing access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for candidates.
