Operations Analyst (12 Months Contract)
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Key skills for this role
Role Overview
The Operations Analyst will support the Operational Analytics and Insights team.
The role provides budgeting, forecasting, staffing analysis, and recommendations to operational areas within a financial services contact centre.
The analyst will consolidate and analyze data from multiple sources across the division.
Key Skills for This Role
Full Job Posting
Role Overview
The Operations Analyst will support the Operational Analytics and Insights team.
The role provides budgeting, forecasting, staffing analysis, and recommendations to operational areas within a financial services contact centre.
The analyst will consolidate and analyze data from multiple sources across the division.
Job Description
- Support contact centre management teams in achieving budgetary and service-level goals while focusing on client experience.
- Lead the creation and continuous improvement of modeling exercises using approved contact centre assumptions.
- Create and maintain dashboards for leadership teams.
- Track and analyze performance against approved budget targets from business units.
- Develop short-term staffing forecasts to achieve contact centre service-level goals.
- Develop long-term forecasts for budget models and financial impact assessments.
- Develop staffing schedules and capacity plans for resources.
- Provide recommendations and implement solutions to maximize department and contact centre effectiveness.
Qualifications
- Post-secondary degree or diploma in Mathematics, Statistics, Economics, Business Operations, Business Analytics, or a related field, completed or in progress.
- Excellent analytical, organizational, and problem-resolution skills.
- Highly developed problem-solving and critical-thinking skills.
- Ability to meet deadlines and prioritize work.
- Ability to establish and sustain strong working relationships throughout the organization.
- Intermediate to advanced knowledge of spreadsheet and database applications.
- Excellent written and verbal communication skills, including presentation skills.
- Proficiency with Microsoft Suite including Excel and Power BI, and Workforce Management.
- Databricks, Tableau, SQL, and Python proficiency is considered an asset.
Compensation
- The broadband salary range is $27 to $45 per hour.
- The typical hiring range is $30 to $35 per hour.
- Salary decisions may depend on experience, industry benchmarks, internal equity, and role-specific requirements.
About the Employer
Canadian Tire Services Limited and Canadian Tire Bank provide financial solutions including insurance, wealth, and health-related products and services.
The organization states that its products and services are supported by its employees, customers, and communities.
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