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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical skills and operational judgment to identify trends and opportunities within Contact Centre operations. Capable of simplifying complex information and effectively communicating insights to senior leadership while driving process improvements and stakeholder collaboration.
Highest-signal resume keywords
Analytical SkillsOperational JudgmentData AnalysisProcess ImprovementBilingualism
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisReportingBusiness IntelligenceLean MethodologySix SigmaPerformance MonitoringOperational ReportingCustomer InsightsEscalation ManagementTrend Identification
Soft Skills
AccountabilityOrganizationProblem-SolvingCommunicationCuriosity
Industry Keywords
Contact Centre OperationsFinancial ServicesInsuranceRegulated EnvironmentCanadian BankingAffinity Insurance
About the role
Key responsibilities & impact- Contribute to Bank & Affinity Contact Centre leadership discussions and identify business opportunities and operational challenges
- Translate insights into action and support cross-functional initiatives
- Bring together global analytics, operational reporting and performance insights to identify trends, risks and opportunities
- Analyze information from multiple sources to identify performance trends, customer friction, contact drivers, transfers and repeat contacts
- Create weekly, monthly, quarterly and ad-hoc reports and presentations
- Translate complex information into clear business stories for leadership
- Coordinate complex or sensitive management escalations from intake through resolution
- Investigate escalations, complaints and recurring customer-contact drivers to identify root causes
- Monitor performance measures, analytics, escalation themes and customer feedback
- Provide insights supporting timely leadership decisions
- Identify opportunities to improve processes, technology, training, communications and controls
- Build partnerships across Bank, Affinity, Operations, Analytics, Workforce Management, Technology and other functional teams
- Provide analytical and business support for emerging priorities, leadership requests, business reviews and initiatives requiring deeper analysis, coordination or executive-level storytelling
- Report to the Director, Canada Contact Centre, Bank & Affinity
Requirements
What you’ll need- Accountability and organization, including ability to take ownership, manage competing priorities independently and meet commitments
- Strong analytical, problem-solving and operational judgment
- Experience analyzing information from multiple sources and developing reports, insights and presentations
- Ability to simplify complex information and communicate trends, risks, opportunities and recommendations to different audiences, including senior leaders
- Ability to investigate sensitive or complex issues, coordinate stakeholders, communicate clearly and drive matters through resolution
- Experience using data, process improvement and technology to simplify work, strengthen controls and improve customer and employee outcomes
- Strong written and verbal communication skills
- Curiosity, adaptability and confidence to constructively challenge established practices
- Bachelor’s degree in business administration or a related field, or an equivalent combination of education and relevant experience
- Experience within a Contact Centre, financial services, insurance or another regulated operational environment
- Knowledge of Canadian Contact Centre operations; Banking and/or Affinity Insurance knowledge is an asset
- Experience with operational data, analytics, reporting or business intelligence
- Experience applying Lean, Six Sigma or other continuous-improvement methodologies
- Bilingualism (English and French) is an asset; if the successful candidate is in Québec, proficiency in both languages is required
Benefits
Comp & perks- Flexible work environment
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short-term disability insurance
- Long-term disability insurance
- Life insurance
- AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays
- Vacation
- Personal days
- Sick days
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance