Operations Analyst

**What you’ll do**

The Operations Analyst will play a key role by providing budgeting, forecasting, and staffing analysis to the operational areas within Canadian Tire Financial Services. The successful incumbent will consolidate and analyze data from multiple sources across the division and provide recommendations to leverage operational effectiveness.
- Support the contact centre management teams in achieving their budgetary and service level goals while focused on providing an outstanding client experience
- Lead the creation and continuous improvements of modeling exercises using approved assumptions from the contact centres
- Track and analyze performance to approved budget targets from the business units
- Development and continuous improvements of forecast models for short term projections of staffing requirements needed to achieve contact centre service level goals as well as longer term projections used in budget models and financial impact assessments
- Development of staffing schedules and capacity planning of resources
- Track, analyze and communicate volume drivers for contact centres so staffing forecasts can be completed with greater accuracy and foresight
- Development and maintenance of processes through collaboration with the contact centres to ensure the successful execution of the daily schedule and delivery of service level goals
- Provide recommendations and implement solutions to maximize the effectiveness of the department and contact centres

**What you bring**
- A post-secondary degree or diploma in Mathematics, Statistics, Economics, Business Analytics, or related field
- Proficiency in computer and software skills; specifically, MS Office, intermediate to advanced MS Excel skills (Pivot tables, macros, etc.), and SQL
- Excellent data manipulation skills including data cleansing, statistical analytics, outlier identification and data visualization
- Workforce Management platform experience desired
- Excellent written and verbal communication skills including the ability to present analytics to senior leaders
- Excellent analytical, organizational, problem resolution and critical thinking skills
- Ability to work independently, consistently meet deadlines and prioritize time-sensitive tasks
- Ability to establish and sustain strong working relationships throughout the organization

**Hybrid**

We value flexibility. We have adopted a hybrid work model whereby employees use a combination of working in office and virtually in service of outcomes. Each leader is empowered to decide what work is best achieved in person based on the unique needs of their team.

**About Us**

At Canadian Tire Services Limited/Canadian Tire Bank, it is our mandate to continue to create innovative and rewarding financial solutions for our customers. Our growing suite of products and services showcase the dynamic contributions from our employees and our success is driven by a strong vision, loyal customers, and our ability to build teams that reflect the diverse customers and communities in which we live and work. Join us, where there's a place for you here.

**Our Commitment to Diversity, Inclusion and Belonging**

We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better..

**Accommodations