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Customer Experience Operations Analyst
1 month ago
Customer Experience Operations Analyst
Reports to: Manager, Customer Experience Operations
Flexible Work Location Arrangements Available
The Customer Experience Operations Analyst reports to the Manager, Customer Experience Operations and is responsible for collaborating and working in partnership with the Customer Experience Operations team to deliver on key priorities. Projects may include grants management, governance and delivery of customer operational communications, modernization of customer experience tools and support improvements that drive efficiency to enhance customer satisfaction. Knowledge of process improvement methodologies and tools, financial services organizations, and customer contact centers are assets for this position. Collaborate with operational analysts with all activities that optimize the day-to-day customer experience operations ensuring high quality, delivery on time and budget
Support all aspects of grants management, adhere to industry and federal regulations, govern and execute all customer operational communications
Ensure all customer experience tools meet the needs of the business and continue to provide operational input towards the modernization of contact center operations
Support operational activities that maximize the digital service portal usage and ensure process documentation is maintained
Play a project management role and translate business needs and challenges into technical terms; proactively assess technical constraints and offer creative solutions
Participate and facilitate project team meetings, and deliver informative, well-organized presentations
Perform additional assignments as required by the needs of the organization, or as assigned by the Manager, Customer Experience Operations
A post-secondary degree in Business Administration or a related field
~3+ years contact center operations and RESP grants related experience
~ Have a good understanding of contact center requirements, technical trends, and different technology options
~ Strong experience and passion for process improvement and an ability to complete projects in a timely manner
~ Great computer skills, MS Office, strong Excel proficiency required
~ Group Pension Plan with company contributions.
Flexible Work Location Arrangements Available
The Canadian Scholarship Trust Foundation (CST) has one aim: To make it possible for every Canadian to plan for their children’s post-secondary education. The CST Foundation has been dedicated to bringing higher education within reach for Canadian families for over 60 years. Founded as a non-profit foundation in 1960, we’ve evolved in tandem with the education savings sector and helped shape it into what it is today. Customer Experience Operations Analyst
Accommodations are available upon request for candidates taking part in all aspects of the hiring process. Be the first to be notified about new Customer Experience Operations Analyst jobs in North York, Ontario
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