Assistant Manager, Business Support – Canada Contact Centre, Bank & Affinity
Core
Analyze operational data, global analytics, and customer feedback to identify trends, risks, and opportunities for improving service and business outcomes in the Canada Contact Centre.
Role type
Assistant Manager, Business Support (Individual Contributor)
Builds
Operational insights, performance reports, and continuous improvement initiatives for the Bank & Affinity Contact Centre
Domain
Financial Services / Contact Centre Operations
Deliverable
dashboards & analysis
Required skills
Data analysis, problem-solving, business storytelling, escalation management, continuous improvement, stakeholder influence, reporting
Preferred skills
Contact Centre operations experience, Lean/Six Sigma, bilingualism (English/French)
Technologies
Operational data tools, BI tools, reporting platforms
Responsibilities
Lead leadership discussions on business opportunities and operational challenges; synthesize global analytics and performance insights; analyze data to identify customer friction and contact drivers; create executive-level reports and presentations; manage complex customer escalations from intake to resolution; investigate root causes of recurring issues; monitor KPIs to support leadership decisions; partner with analytics, workforce management, and technology teams; support strategic priorities and ad-hoc analysis requests.
