2027 Enterprise Operations Development Program- The Contact Center Analysis Track

M&T Bank•Buffalo, NY

1d•$30 - $44

About The Position

The Enterprise Operations Development Program – Contact Center Analysis Track provides participants with in-depth professional and analytical experience while developing leadership and collaboration skills through a defined, customized, and immersive program. Participants gain experience in higher-level operational aspects of Contact Center Analysis, work on projects, and provide analytical and operational support under the guidance of a manager or more senior analyst.

Requirements

Bachelor's or Master's degree.
Minimum cumulative GPA of 3.0.
Up to 1 year of work experience.
Outstanding written and verbal communication skills.
Demonstrated interpersonal skills.
Demonstrated analytical skills.
Demonstrated computer skills.
Prior work or internship experience.

Responsibilities

Develop and produce routine departmental reports and spreadsheets, including project or product strategy analyses, historical reporting, and workflow and financial analyses.
Complete routine analysis and judgment-based work within one or a few closely related disciplines to support business decisions.
Complete routine data review, research, and reconciliation.
Use technology and data tools to identify opportunities to simplify workflows, automate manual steps, and reduce turnaround times.
Partner with colleagues to implement process improvements and measure gains in efficiency, accuracy, and customer experience.
Lead drafting and editing procedures for the assigned area of TCC.
Support user certifications and obtain documentation needed for departmental audits.
Participate in planning, testing, and implementing new projects, systems, products, and regulatory changes within the assigned area of TCC.
Assist with technical troubleshooting and escalations, coordinating with business partners, vendors, and technology teams to address issues.
Participate in Enterprise Operations Development Program activities.
Adhere to the Company's risk and regulatory standards, policies, and controls in accordance with its Risk Appetite, and identify risk-related issues requiring escalation to management.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of internal and external audit points and applicable issues raised by external regulators.
Complete other related duties as assigned.