Contact Centre Performance Excellence Project Specialist (12 Month Contract) - Abbott Diabetes Care (Mississauga)

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.

• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.

• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Mississauga location in the Diabetes Care Division. We’re focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology. The Contact Centre Performance Excellence Project Specialist will be responsible for all projects within and impacting the Contact Centre, primarily responsible for the successful launch of corporate initiatives ensuring projects are delivered on-time, within scope and budget. They will represent the Contact Centre on all business-driven projects and be the conduit between the Corporate/Global project teams and Contact Centre teams/management.

What You’ll Do

• Manages the end-to-end execution of all tasks and planning for the Contact Centre deliverables on all Corporate/Global projects within Canada

• Prime contact and representative on all Corporate/Global and business run projects, providing feedback, decisions and risks to the business from the Contact Centre’s perspective. This can include process, staffing and budgetary impacts.

• Develops and manages effective project plans and supporting documentation for the Contact Centre on all initiatives

• Manage engagement and timelines with the project teams and subject matter resources, conduct regular project meetings to capture status updates, deliver tasks, drive progress, and identify risks

• Facilitates timely stakeholder meetings to provide updates and navigate questions/feedback for the project team

• Responsible for controlling risk by managing the deliverables, project team and stakeholder expectations, project/program scope, and take proactive actions to resolve problems

• Partners with the Management and outside vendors to ensure appropriate staffing is in place and contingency plans are created to overcome operational challenges

• Regularly meets and actively works with Director level positions within the business as needed

• Creates and optimizes processes to achieve operating goals and objectives

• Build and foster cross functional relationships within the business

Required Qualifications

• Five to eight years of technical experience supporting a call centre or customer service-related operations.

• Five to eight years of analytics and reporting experience.

• University degree is required.

• Bilingual, French and English, oral & written.

• Strong mathematical, analytical and organization skills, with data mining and analysis, research, investigating and problem-solving skills.

• Exceptional reporting skills: including Power BI, MS Excel, MS Access, MS word to access, combine and analyze multiple data sources preferred (strong comfort level with formatting, formulas, graphs, pivot tables, etc.).

• Exceptional attention to detail and the ability to follow specific instructions.

• Ability to review requirements and write test scripts.

• Exceptional verbal and written communication skills.

• Ability to work under very tight timelines.

• Able to perform successfully in a high paced, results-oriented environment.

• Excellent organizational, administrative and analytical skills.

• Extensive knowledge of Abbott Diabetes Contact Centre systems – i.e. Unity, Knowledge Base, Five 9.

• Proven experience within a contact centre environment.

• Highly experienced with customer experience and able to effectively manage multiple tasks concurrently.

• Experienced with call center technology, specifically Workforce Management software.

• Knowledge of quantitative and qualitative analysis techniques used to produce staffing models.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.