Workforce & Process Optimization Analyst

2 weeks ago

Toronto, Canada Canopy Growth Corporation Full time

The Company

At Canopy Growth, our mission is clear: improve lives, end cannabis prohibition, and strengthen communities. We believe that cannabis can be a force for good. We’re building a consumer-centric organization that is focused on sharing the transformational potential of cannabis with the world. We will achieve this through an innovative and disruptive portfolio of cannabis and hemp-derived products.

With millions of square feet of licensed production capacity and operations spanning four continents, Canopy Growth is the world's leading cannabis and hemp company. We recognize that employees are at the core of our success, and we take pride in a corporate culture that emphasizes inclusiveness, collaboration, and diversity.

Our employees come from a wide range of backgrounds, each bringing their own unique skills and talents to the table, working together to continue our incredible momentum of growth. If you are interested in building global challenger brands, scaling a business, and working in a values-driven environment, we want to hear from you

The Opportunity

**Responsibilities**:
- Lead Robotic Process Automation (RPA) efforts in Care, including IQ Bot training, mapping and coding of documents- Drive relationships with external system vendors to support integration and ensure contracted obligations are being met- Collaborate with or lead internal and external teams to support business requirements gathering as well as solution mapping-
- Represent Customer Care through UAT testing and solutioning for various systems updates, including using Nice InContact’s scripting language to develop the system- Work closely with IT to ensure Care’s needs are met (systems issues, system permissions, project coordination, audits, etc.)- Provide specialized training to non-technical employees on highly technical systems and processes.- Provide reporting through CxOne & other platforms (revenue and cost trends, contact metrics, system usage, etc.)- Maintain performance and headcount reporting, analyze historical data- Report directly into Manager of Workforce Optimization and cover for some responsibilities in his/her absence- Provide business intelligence based on the needs of the Managers and Director of Care- Drive process optimization based on agent feedback and personal experience and building business cases based on priority levels- Maintain Standard Operating Procedures (SOP’s) and Working Instructions (WI’s) to ensure that process outlines remain current and updating when necessary- Provide insight regarding Health Canada regulations and options for Medical/Recreational Markets.- Drive interdepartmental meetings and deadlines- Other duties as assigned

Experience-
- 1-3 years of contact center environment is a must-
- Proven ability to work in highly stressful situations- Demonstrates problem-solving skills in complex environments- Proven ability to map processes, analyze them, and identify improvements- Proven ability to resolve problems through data analyses- Proven ability to work independently as well as drive projects and people- Work with all levels within Care using strong leadership and development skills- Excellent communication and interpersonal skills- Demonstrated organizational skills to handle multiple priorities- Detail oriented

Other Details

This is a full-time remote role based out of Ontario or Quebec but open to Canada.

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