Intraday Analyst - 18 months Contract - Tangerine

Scotiabank•Toronto, ON

1d•Onsite

About The Position

At Tangerine, we’re redefining banking. As Canada’s leading digital bank, we thrive on innovation, agility, and bold thinking, tackling every challenge head-on with leading technology and the unstoppable power of collaboration. Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking, we’re committed to making an impact in the communities we serve and across our organization. We foster a culture built on integrity, inclusion, and fearless ambition – where diverse perspectives are valued, and people are empowered to do their best work. Are you ready to disrupt the status quo? Do you crave challenges that push boundaries? If you’re a high performer looking to accelerate your career and reimagine the banking landscape, this is your moment. Let’s shape the future of banking together!

Requirements

University or College Degree or equivalent work experience
Minimum 2 years of experience in a Call Centre environment
High level of experience using Microsoft Office products is required to complete daily work loads
Proven ability to operate independently with minimal direction
The ability to work in teams
Ability to multi-task and meet realistic time frames for completing multiple assignments and achieving the desired results
High degree of judgment and initiative
Excellent interpersonal and negotiation skills
Strong organizational skills are essential

Nice To Haves

Bilingual in English and French is an asset

Responsibilities

Manage the day-to-day and intraday National Service Levels abandon rates and staffing levels.
Provide detailed analysis and documentation, including detailed and factual business/function information to develop conclusions and responses, and recommendations on possible courses of action.
Organize and carry out daily duties, ensuring daily tactics are implemented to ensure balanced service levels and meet cost metrics through real-time adjustment of schedules according to changing priorities and call flow trends.
Monitor and manage national staffing levels versus call volumes and off-phone activity, making decisions regarding canceling or adding off-phone activities in coordination with the national team.
Employ a program of data collection utilizing historical, forecast, and intraday information for proactive planning and decision-making to meet or exceed corporate key performance indicator targets.
Monitor national associate productivity, focusing on average handle time and schedule adherence, analyzing and identifying sources of variance from projections, and initiating appropriate action.
Implement strategies to be executed when service level and intraday integrity are in jeopardy, documenting sources of variance and summarizing actions initiated.
Work closely with the Intra-Day Analyst team to ensure all supported business units are covered, sharing feedback to improve processes and enhance the planning structure.
In real-time, proactively manage activities that impact service levels, coordinating with Call Centre Managers to facilitate numerous activities within the Contact Centers.
In real-time, facilitate the processing of all activities that impact associates' daily schedules, including exception processes and switch shifts.
Provide reporting to assist in improving operational efficiency.
Prepare daily National SL Communication.
Act as back up for other Workforce and Support team members.
Provide Workforce Management Introduction course to new hire classes.
Work on special projects as they present themselves.
Be a subject matter expert on the Genesys Workforce Management program.
Provide technical support to management for all supported business units as a Subject Matter Expert with Genesys Workforce Management, Genesys Pulse, and Genesys BI.
Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Actively pursue effective and efficient operations in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to, and effectiveness of day-to-day business controls to meet obligations regarding operational, compliance, AML/ATF/sanctions, and conduct risk.
Champion a high-performance environment and contribute to an inclusive work environment.
Other duties as assigned.