Dialer Analyst

Requisition ID: 197165

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**Purpose**

Contributes to the overall success of the Sales Campaigns & Strategy ensuring specific individual goals, plans, initiatives are executed in support of the team’s business strategies and objectives, supporting both Inbound and Outbound channels in the Canadian Banking Contact Centre. Conducts analysis and proposed enhancements to achieve business goals. Responsible for developing efficient and effective outbound call strategies and ensuring the dialer is operating at peak efficiency and workflow meets established goals in a multi-client and multi-operating systems environment. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

**Accountabilities**
- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Provides management team with status of campaign initiatives as well as analysis and recommendations pertaining to these initiatives. The analyst must have a strong understanding of the Contact Centre systems/ platforms/ procedures and reporting.
- Provides support throughout the campaign build process, ensuring alignment with Contact Centre capability and sales strategy ensuring a smooth rollout. This includes defining specs with key partners and ensuring that business flows, user requirements and development of new systems for each new sales campaign is in line with strategic and operational strategies.
- Responsible for day-to-day administration and monitoring of predictive dialer system including design and build of campaigns, calling lists, queue strategy and for coordinating execution and day-to-day administration of the outbound dialer.
- Actively participates in sales strategy discussions with the Contact Centre management team.
- Partner closely with the lines of business and the rest of the strategy team to meet business objectives and ensure the consistent, accurate execution, reporting and management of dialer operations.
- Work closely with our Marketing & CIM Teams, and Business Line Partners to capture requirements, configure and execute marketing driven dialer campaigns.
- Leverages the Contact Centre outbound department data to analyze calling strategies, recommend improvements, and identify defects and/or areas for concern.
- Collaborates with Industry groups and associations to keep current and identify Best In Class practices.
- Works closely with Vendors to maximize functionalities and capabilities of resources tool.
- Completes regular Quality Assurance monitoring of the dialer system.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursues effective and efficient operations of his/her respective areas 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 with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
- Champions a high performance environment and contributes to an inclusive work environment.

**Dimensions**
- Supports Canadian Banking with Contact Centres across multiple countries
- Provide forecast for each of the Outbound campaigns outlined in fiscal roadmap.
- Liaison with Lines of Business to launch new campaigns and strategies in the Contract Centre, both through inbound and outbound channels.
- Outline daily queue strategy to ensure file depletion and maximize Sales opportunities.
- Adjust Export Calling Ratio and Max/ Initial Hit Rates to reach optimal Dialer efficiencies, specific to each respective campaign.
- Provide reporting of results and analysis.
- Hours of work: Tuesday - Thursday 3pm-11pm, Friday 2pm-10pm and Saturdays 10am-6pm

**Education / Experience / Other Information (include only those that are specific to the role)**
- Problem resolution and analytical skills.
- Discipline to work in a high moving environment.
- Associates degree plus 1 year of Contact Centre experience or equivalent work experience.
- Must have working knowledge of Avaya — Inbound/Outbound Preferred.
- Must be proficient in Excel.

**Working Conditions**
- Work in a standard office-based environment; non-standard hours are a common occurrence.
- Location: 888 Birchmount Road, Scarborough
- Start date: ASAP

Location(s): Canada : Ontario : Toronto || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capita