Workforce Transformation Accountability Specialist

• Location: Ottawa, Ontario
• Remote: Hybrid
• Type: Contract
• Job #35134

Our Ottawa based public sector client is seeking an experienced Workforce Transformation Accountability Specialist to support a major workforce management transformation initiative within a large public-sector environment. This HYBRID  role will support the design and implementation of an updated Accountability Framework aligned to a modernized workforce and operating model. ENHANCED RELIABILITY CLEARANCE required.

The successful consultant will work closely with transformation, operations, HR, and workforce management teams to help evolve accountability structures, performance measures, coaching frameworks, and operational governance into practical day-to-day tools.

Key Responsibilities

• Assess and enhance existing accountability and performance management frameworks
• Support development of role expectations, accountability structures, KPIs, and performance measures
• Develop coaching, remediation, and performance management guidance
• Align operational metrics with workforce management and contact-centre data sources
• Support reporting design, scorecards, and performance trend analysis
• Contribute to workshops, framework design sessions, and stakeholder engagement activities
• Identify opportunities for practical AI integration within workforce and performance management processes

Qualifications

• 5–7+ years of experience in:
  • Workforce transformation
  • Management consulting
  • Operating model delivery
  • Contact centre or service delivery environments
• Experience developing accountability frameworks, governance models, or performance management structures
• Strong understanding of:
  • Workforce management
  • KPI development
  • Governance and accountability models
• Excellent stakeholder engagement and written communication skills
• Ability to work hands-on within delivery-focused teams

Nice-to-Have

• Experience with Genesys Cloud or similar contact-centre platforms
• Public sector or Government of Canada experience
• Exposure to unionized environments / HR policy considerations
• Experience leveraging AI within workforce management or operational environments

This is an excellent opportunity to support a high-visibility transformation initiative focused on operational effectiveness, accountability, and workforce modernization.