Contract from 03/12/2025 to 30/11/2026
Project Name:
Contact Centre Reporting
Project Overview
The contact centre program brings consistent service to 80+ contact centres located within different ministries. These contact centres are serving Albertans, and a significant number of other departments, boards, and agencies.
Reporting to the Contact Centre Service Owner, the resource will participate in development and maintenance needs identified within contact centre program. This includes development, management and enhancement of the contact centre reporting platform.
General Responsibilities:
• Design and build a new PowerBI workforce insights dashboard which consolidates HCM data metrics. Responsibilities will include project planning, stakeholder engagement, prototype design, testing, and release.
• Collaborate with cross-functional teams, both internal and external, to ensure alignment with business objectives and data reporting requirements. This includes collaboration with both technical and non-technical resources.
• Capture and maintain documentation of business and technical information, ensuring transparency and traceability.
• Develop training materials and strategies to enable end-users to effectively use the new dashboard. Provide training to the internal team as needed.
• Identify and escalate issues and risks as appropriate, and work to resolve them to ensure smooth project progression.
• Manage tasks, action items, and timelines for the project. Follow up on outstanding items and escalate as needed.
• Effectively communicate findings, insights, and project progress to stakeholders in a clear and understandable manner for both technical and non-technical audiences.
• Prepare presentations and demonstrations for engagement with stakeholders.
• Ensure data governance and data quality practices are adhered to in the creation and maintenance of the new dashboard.
• Ensure that data security and privacy guidelines are followed in all aspects of the work.