Contact Centre Transformation Director

Slalom is a purpose-led, global business and technology consulting company. Our purpose-to help people and organizations dream bigger, move faster, and build better tomorrows for all-guides everything we do. And our north star is our vision of a world in which each person has the opportunity to love their life and work.

Since our consulting business started in 2001, Slalom has grown rapidly to 13,000+ team members in six countries and 43 markets. We have close partnerships with over 400 leading technology providers, including AWS, Google, Microsoft, Salesforce, Snowflake, and Tableau.

From strategy to implementation, our approach is fiercely human. We deeply understand our customers-and their customers-to deliver practical, end-to-end solutions that drive meaningful impact.

What makes Slalom different?

• We take love seriously. So seriously that we measure customer love in ten dimensions and use those metrics to guide our actions.
• Head and heart in everything we do. We show up authentically and get to know you, always leading with empathy and kindness.
• Local soul, global scale. Because we live where we work, we're committed to our local communities and your long-term success-while also staying connected globally.
• Momentum that outlasts us. We work with our customers' teams every step of the way, teaching and empowering them to continue the momentum even after we leave.
• Deep connections, better outcomes. Our thorough understanding of partner technologies and priorities drives trusting relationships and exponential impact.

We're honored to be consistently recognized as a great place to work, including being one of Fortune's 100 Best Companies to Work For seven years running.

Job Title: Contact Centre Transformation Director

As a Contact Centre Transformation Director, you'll revolutionize client journeys and elevate customer experiences. Lead our team in delivering top-tier service, leveraging industry expertise, and driving innovative solutions that enhance customer service, empower field service capabilities, cloud-based software platforms, and integrate AI across all channels. Manage engagements, clients, and teams, fostering growth and setting high standards. Shape our offerings, build key alliances, and develop services to deliver exceptional solutions. Join us in redefining excellence in customer experience!

So, what will I do?

• Serve as a trusted advisor to clients in Customer Strategy and Contact Center Transformation, offering best practices to improve customer service organizations.
• Develop expertise and act as a subject matter expert in contact center and customer experience, engaging in business development and solution design.
• Lead complex customer CRM and Contact Centre transformations across people, process and technology aspects.
• Identify new opportunities and innovations to enhance client services, contributing to RFI, RFP, and sales strategy development.
• Foster partnerships and work across Slalom's strategy groups to deliver comprehensive solutions, meeting sales and revenue goals.
• Promote and implement Slalom's solutions globally, focusing on best practices, roadmaps, blueprints and providing your expertise in partnership with local markets.
• Collaborate within teams to achieve personal and organizational goals, managing budgets and project outcomes with executive oversight.
• Play a national and global role leading our most complex customer transformations
• Drive $5M+ in attributed sales revenue across client engagements.

And, what will I bring?

• Deep expertise in Customer Service and Contact Centers with adaptable problem-solving skills for any industry. Industry context/experience for Insurance, Banking, Utilities and Telecommunication is beneficial.
• Experience leading all elements of a complex business technology contact centre transformation, including strategy, people, process and system implementation.
• Strong leadership in discussions across all organizational levels, with exceptional communication, negotiation, and workshop facilitation abilities.
• Proven experience as a team player in large-scale enterprise implementations and a strategic, analytical approach to business solutions.
• Comprehensive knowledge of contact center design, management, and emerging technologies such as CRM (Salesforce, MS Dynamics) CCaaS/Cloud solutions (Genysys, AWS, Five9, Nice, Microsoft).
• Proficiency in service metrics, Quality and Workforce Management technologies, and the ability to conceptualize Customer Service solutions for business challenges.
• Extensive consulting experience leading large-scale contact center transformations is essential.
• For Director, we require experience with the sales lifecycle, including revenue targets of 5M+.

Hybrid/In office: We are hybrid but there are expectations that if your team leader requires you onsite that you are able to meet those expectations/requirements

Slalom Employee Perks:

• Culture & fun!
• Lunch & learns
• Health & wellness activities
• Annual retreats
• Holiday parties
• Employee resource groups
• Social clubs & activities
• Vacation (20 days prorated based on start date & wellness/sick days)

Tangible perks

• Competitive compensation package
• $100 cell phone monthly reimbursement
• Registered Retirement Program (RRSP) & Employer Matching
• Tax-Free Savings Account (TFSA)
• Annual "Thrive Well-Being" Gift Card
• Family planning/ Fertility Benefit
• Maternity/Parental Leave Top-Up
• Medical & Dental Benefits
• Life and AD&D Insurance
• Access to Supplementary Life and AD&D Insurance
• Access to the Employee Assistance Program (EAP) and Inkblot Therapy
• And more!

*All benefits are subject to eligibility requirements

Slalom is an inclusive, equal opportunity employer dedicated to building a diverse workforce. We encourage applications from all qualified candidates and will work to reasonably accommodate applicants' needs throughout all stages of the recruitment and selection process. Please advise the talent acquisition team if you require accommodations during the interview process.

Please note if you are hired at Slalom you will be required to complete a background check.