Senior Contact Centre Strategist - HYBRID

Advantages
• Lead a high-visibility project that directly impacts citizen satisfaction and service quality.
• Work within a specialized utility environment focusing on water and waste operations.
• Drive meaningful change through a results-driven approach centered on business engagement.
• Collaborate with a diverse group of executive leaders and subject matter experts.
• Influence future project phases through the delivery of a high-impact strategic roadmap.

Responsibilities
• Conduct a comprehensive assessment of current contact centre and back-office operations.
• Evaluate call routing strategies to identify opportunities for increasing first-contact resolution.
• Analyze manual drivers and high-volume triggers to suggest automation for reducing avoidable calls.
• Review workforce alignment including capacity, scheduling, and skills against projected demand.
• Identify practical operational improvements that extend beyond technology-only solutions.
• Develop a prioritized roadmap focused on improving efficiency and customer experience.
• Deliver executive-level reports and presentations to inform future implementation initiatives.

Qualifications
• Over 8 years of experience in public-sector contact center solutions and enterprise architecture.
• Proven background developing customer experience strategies and multi-year IT plans.
• Specific expertise in the utilities sector, particularly regarding water or wastewater services.
• Demonstrated ability to lead end-to-end assessments and translate needs into actionable plans.
• Advanced skills in process journey mapping and identifying organizational efficiencies.

Summary
This is an excellent chance for a strategic thinker to leave a lasting mark on public utility operations. If you have the experience and the drive to deliver a world-class contact centre strategy, we want to hear from you. Please apply directly to this job ad or reach out to your Randstad Digital representative immediately!

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