Workforce Transformation Accountability Specialist (ESDC)

Job Description

Role Overview

We are looking for an experienced consultant or transformation professional to support the development of an updated Accountability Framework for a major workforce management transformation initiative. This role will be embedded within the Accountability Framework Pod and will work closely with operations, HR, and transformation teams to help move the framework from concept to practical, day-to-day use.

The work will focus on assessing the current call centre accountability model, identifying what can be reused or improved, and building clear, consistent guidance for roles, performance measures, coaching, reporting, and accountability under the new iWLWFM operating model.

Key Responsibilities

1. Accountability Framework Assessment and Design

·       Review the existing call centre Accountability Framework, including related HR policies and collective agreement considerations.

·       Identify which parts of the current framework can be reused, adapted, or redesigned for the iWLWFM model.

·       Help define the guiding principles and overall approach for the updated framework.

·       Support the development of key framework components, including:

o   Role expectations

o   Accountability structures

o   Measurement definitions

o   Performance and diagnostic measures

o   Coaching and remediation guidance

2. Framework Development

·       Work with the project team to build an updated Accountability Framework that clearly defines expectations and accountabilities for:

o   Processing Officers

o   Team Leads

o   Blended or hybrid roles

·       Define role-based performance measures, including:

o   Productivity

o   Quality and accuracy

o   Compliance and adherence

o   Operational performance indicators

·       Help establish non-technical reporting requirements for monitoring, oversight, and management use.

3. Performance Management and Coaching

·       Develop a practical performance management approach that aligns with the new workload model.

·       Create coaching guidance and tools to support consistent performance conversations across teams.

·       Define structured approaches for identifying, discussing, and addressing performance issues.

·       Ensure all guidance is clear, usable, and consistent so that different teams can apply it in the same way.

4. Measurement and Data Alignment

·       Align performance measures with available operational data sources, including:

o   Case management systems

o   Workforce management and contact centre platforms, such as Genesys Cloud

·       Support the design of:

o   Reporting structures

o   Performance scorecards

o   Diagnostic measures that help explain performance results and trends

5. Practical Use of AI

·       Identify where AI could support accountability and performance management activities, such as:

o   Preparing for coaching conversations

o   Analyzing performance trends

o   Generating insights for managers and teams

·       Provide practical recommendations for how AI could be incorporated into the framework in a responsible and useful way.

6. Team Integration and Delivery Support

·       Work as a hands-on member of the Accountability Framework Pod.

·       Contribute directly to deliverables, working sessions, drafts, and iterations.

·       Collaborate with stakeholders across operations, HR, workforce management, and transformation teams.

·       Help ensure the final outputs are clear, practical, and ready for operational use.

Required Qualifications

·       MBA or equivalent advanced degree preferred.

·       5–7 years of experience in one or more of the following areas:

o   Management consulting

o   Workforce transformation or operating model delivery

o   Contact centre or service delivery environments

·       Experience developing or implementing accountability frameworks, performance models, governance structures, or related operating tools.

·       Strong ability to work directly with delivery teams and contribute to hands-on development, not only advisory or strategy work.

Key Skills and Competencies

·       Strong ability to structure complex problems and build practical frameworks.

·       Good understanding of:

o   Workforce management and workload distribution

o   Performance measurement and KPI design

o   Accountability and governance models

·       Ability to connect strategy, HR considerations, and operational realities.

·       Experience creating clear guidance, playbooks, tools, or implementation materials.

·       Strong stakeholder engagement and facilitation skills.

·       Excellent written communication, with the ability to create clear and usable deliverables.

·       Collaborative, adaptable, and comfortable working in a delivery-focused environment.

Nice-to-Have Experience

·       Experience with Genesys Cloud or similar contact centre platforms.

·       Public sector experience, especially in citizen service delivery.

·       Familiarity with the Canadian federal government context, such as ESDC or PSPC.

·       Experience applying AI to workforce management, performance management, or operations.

·       Exposure to HR policy, collective agreements, or unionized environments.

Engagement Context

This role is part of a broader transformation program focused on changing how work is distributed, monitored, and managed through iWLWFM and Genesys Cloud. The successful candidate will support a key SOW deliverable within the Accountability Framework Pod and will help produce materials that are clear, consistent, and practical for use across teams.

Qualifications