Manager, IVR
About The Position
PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more. Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey. Provides day to day operational and analytical support for technology solutions for the IVR, including analysis and reporting on key metrics as well as trouble shooting, making recommendations for improvements and working with key business partners to implement improvements.
Requirements
- Strong analytical & problem-solving skills and demonstrated ability to be highly creative in formulating solutions
- Ability to translate data in to insights and tell the story
- Experience with IVR technology and Contact Centre Operations
- Strong financial and business acumen with the proven ability to support the development of business cases and financial forecasts.
- Strong technical and design subject matter expertise across multiple segments and LOBs
- Possess a multi-faceted view of how the business is changing, and identify opportunities to evolve
- Passion for driving exceptional customer experience
- Autonomous, decision maker able to effectively assess business and customer risks related to technical solutions
- Authentic, professional and confident communicator able to influence through effective communication and presentation skills
- Ability to work in a fast paced, dynamic environment and manage multiple projects through effective prioritization
Responsibilities
- Subject matter expert within technical areas of IVR
- Analyze and evaluate customer-level data to provide recommendations and identify opportunities for improvement
- Lead process documentation and skills development initiatives for the larger team
- Explore and implement new technology standards to help drive innovation, system performance and customer experience
- Provide regular status updates to management, including risks and risk management approaches
- Comfortable communicating at all different levels and cross-functional
- Actively lead the creation of business cases to prove the viability of new initiatives, including data collection and analysis, process mapping and redesign, and potential operational efficiencies
- Plan the design and delivery of IVR solutions and cross-functional projects involving change management and systems implementation from concept to execution
- Lead testing efforts (UAT & PIV) for IVR implementations
- Effectively engage, lead and influence cross-functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables
- Process map critical processes and redesign processes for optimal performance; monitor process performance for deviations to apply appropriate corrective action
Benefits
- Accommodation is available upon request for applicants and colleagues with disabilities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
