Senior Contact Centre Strategist

• Contact centre platforms and enterprise architecture tools
• Process and customer journey mapping frameworks
• Reporting and presentation tools (executive-level)

About the Team & Impact

The Water & Waste Department is undertaking a results-driven contact centre assessment to improve service delivery, response times, and customer satisfaction. This role delivers actionable, business-led recommendations that support sustainable, customer-focused operations across front- and back-office functions.

Responsibilities

• Lead a current-state assessment of contact centre and back-office operations to identify improvement opportunities
• Translate business needs into actionable, prioritized recommendations
• Assess call routing, response times, and first-contact resolution to improve customer experience
• Identify opportunities to reduce avoidable call volumes through process and automatio...