Key skills
Visual BasicAnalyticsBIPower BI
About this role
Role Overview
- Actively perform and support activities associated with managing performance to meet service targets
- Produce daily operating statistics and provide trending and analysis on performance
- Provide advice based on analysis and applicable concepts and policies
- Analyze data to perform detailed analytical reviews of performance factors
- Provide professional support through timely delivery of intraday analytics
- Support contact center with organizational changes and learning initiatives
- Act as admin for WFM system and processes affecting operations and frontline employees
Requirements
- Previous experience in workforce management domain is an asset
- Visual Basic Macro, Power BI/Automate skills (not mandatory)
- Extensive knowledge of banking operations
- Good understanding of contact centre operations
- Proficiency in PC (i.e. Word, Excel)
- Keyboarding skills
- Working knowledge of mainframe applications and systems (Verint)
Benefits
- Competitive salary
- Incentive pay
- Banking benefits
- Benefits program*
- Defined benefit pension plan*
- Employee share purchase plan
- Vacation offering
- Wellbeing support
- MomentMakers, our social, points-based recognition program
- Purpose Day, a paid day off for growth and development