Description:
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.
Equipment Requirements:
Resource will require own equipment
Resource must provide their own computer and related equipment. The computer's operating system must be a modern version of Windows or MacOS that is compatible with Azure Virtual Desktop (AVD) and related software for remote access. Windows is preferred due to better compatibility. AVD/remote-related software will be installed on the resource's computer.
In the event that the Contractor s resources are directed to work remotely, the Contractor shall be responsible for providing all of its equipment, including computers, software, printers, supplies, desks and chairs. However, the Province shall ensure that the Contractor s resources have the necessary access and credentials to the Government of Alberta s system.
The fixed rate quoted must be inclusive of all overhead, office space and equipment, including supplies, administrative burden, mark-up and all other costs to perform the Services for the duration of the Contract.
Working Hours:
Standard Hours of work are 08:15 16:30 Alberta time, Monday through Friday excluding holidays observed by the Province
Work must be done from within Alberta, due to network and data security issues.
It is anticipated the role will be primarily remote, however in the event of an onsite meeting, the GoA does not pay for travel to attend on-site meetings, nor any expenses related to relocation, commuting, housing/accommodation, food/drink.
Notes on Location:
This resource will primarily work remotely; however, the resource may be required to attend meetings or work sessions in office on reasonable notice from the Province. At the time of providing such notice, the Province will advise of the expected duration of any such meetings or work sessions. However, time to travel and any associated expenses to and from Edmonton and/or travel within Alberta will be at no cost to the Province.
Onsite meetings include but are not limited to strategic, analytical, and technical discussions, meeting with team members, senior managers, directors, executive directors, and business clients. Frequency of meeting could be up to 3-4 times per fiscal year. Actual onsite attendance may be negotiable, particularly if resource lives outside Edmonton.
Incumbency:
This is a net new role.
Standard Background Check:
The Supplier shall, prior to commencement of the Services, provide the Province, on its request and at no cost to the Province, with criminal record checks.
Mandatory Training Courses:
Once hired the resource will be required to complete all mandatory training which includes but not limited to Freedom of Information and Protection of Privacy Act and Security awareness training. There may also be some optional courses as well.
Anticipated Interviews Dates
will be held between (Nov 20-Nov 24,2025)
Refer to the Job Posting attachments for the proposed form of contract applicable to this Contingent Resource Request
Scoring Methodology:
Financial/Pricing: 20%
Resource Qualifications: 20%
Interview Process: 60%
SUBMISSION MUST INCLUDE:
RESUME
ALL REQUIRED EXPERIENCE MUST BE DESCRIBED IN RESUME UNDER THE JOB/PROJECT WHERE EXPERIENCE WAS ATTAINED.
EACH JOB/PROJECT MUST CONTAIN THE TERM OF THE JOB/PROJECT IN THE FORMAT MMM/YYYY to MMM/YYYY.
RESOURCE REFERENCES
o Three references, for whom similar work has been performed, must be provided. The most recent reference should be listed first. Reference checks may or may not be completed to assist with scoring of the proposed resource.
No
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