Management of contact centre services and information management (on premise) for Industry Canada, Canada Business Ontario.

Working in contractual partnership with Industry Canada, Bell Canada and Spherion, my responsibilities included management of the human capital, strategic planning and implementation of all contact centre operations, while representing Spherion in all client and supplier relationships and accountabilities. Key performance areas:• HR activities - recruitment, selection, training, motivation, performance management and retention for a team of 10 business information officers.• Thorough analysis and reporting on operational performance and quality of services provided, managing client relationships with exceptional communication and presentation skills.• Supporting client objectives with strategic and tactical planning, coordinating continuous service enhancement efforts and projects to support future program direction.• Performed ongoing analysis and recommended enhancements to learning activities for business information officers.• Developed quality measurement processes and balanced scorecards for various program area and business activities, evaluated their effectiveness and developed best practice standards.• Provided recommendations on new technology, operational and service enhancements, and led project implementation;• Managed relationships with multiple vendors of specialized technology, from ACD and specialized servers to multi-media applications, while acting as single point of contact and maintaining subject matter expertise.• Maintaining excellence in service delivery execution, performance metrics, quality and regulatory compliance.• Successfully supported corporate objectives through well-developed implementation strategies.• Recommended program, training and technology enhancements, represented Industry Canada in all cross-channel and intergovernmental collaboration working groups, project and program development teams.

As the Senior Manager responsible for Training & Development and Total Quality Management, key responsibilities included strategic planning, business development, recruitment strategy, rewards and recognition programs, information management, and client relationship management.• Coordinated multidisciplinary operational planning teams (staffing, telephony, IT infrastructure, training and quality), implemented training, development, quality assurance and balance scorecards.• Participated in new business development, from RFP to successful launch and responsible for project implementation and management of all new client accounts’ training and quality systems.• Designed, developed and executed training and quality systems for all programs including leadership development and maintained oversight and coordination of several key accounts with multiple locations in the US and Canada.