Workforce Planning and Reporting Analyst

6 months ago

Toronto, Canada CI Financial Full time

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.

JOB OVERVIEW

To provide technical and operational support to the CI Financial Contact Service Centre’s through the coordination of scheduling, phone technology maintenance, and analytical reporting to senior management. This individual will also assist the Financial Service Business Analyst’s with department initiatives affecting our phone systems and technology.

WHAT YOU WILL DO
- Coordination of internal scheduling and training needs for Financial Service Representatives (FSRs), as well as ensuring compliance and acknowledgement of internal Policy and Procedures as mandated by Human Resources (HR).
- Make final decisions and take appropriate action to ensure adjustments are made so that the customer contact center achieves targets for important KPIs.
- Make recommendations to senior management on resource needs based on historical, current, and forecasted volumes to meet business needs.
- Ensure all Service Centre employees accesses are properly maintained; co-ordinate with IT if there are any issues/discrepencies
- Ongoing review of call center operational procedures with the goal to enhance the CI Shareholder System, Interactive Voice Response (IVR), and Contact Centre technologies for CI and Assante.
- Ensure that newly implemented system features or enhancements meet user needs and contribute to the improvement of the overall customer service experience documented in business specifications.
- Assist other business units or external clients on customer service requests that require extensive research and investigation of client data or documentation through the use of various CI shareholder system technologies
- Responsible for the scheduling and coordination of FSR participation in special projects as delegated by call center management
- Provide overall business support relating to the Shareholder System, IVR, and Contact Centre technologies.
- Ensure continued integrity of existing production systems.
- At times deemed necessary; assist partner groups with tasks related to Client Experience/Service support.
- Work together with the Service Enablement Data and VoC teams to uncover insights trends, drivers and opportunities.

WHAT YOU WILL BRING

Experience
- Experience working in the Financial Services Industry an asset.
- Business Systems and Product Analyst experiences an asset.
- Familiarity with Contact Centre Solutions/Work Force Management technology an asset

Education/Training
- Post secondary degree. Specialization in Business/Commerce, Economics, Finance or Information Systems considered an asset.

Knowledge, Skills, and Abilities
- Excellent functional ability in MS Word, Teams/Sharepoint, Powerpoint and Excel.
- Familiarity with Calabrio/TeleOpti is considered a strong asset.
- Familiarity with Salesforce (including backend architecture) is considered a strong asset.
- Familiarity with Amazon Connect is considered a strong asset.
- Ability to develop and communicate compelling insights through data based decisions in order to drive actionable business outcomes.
- Experience using Tableau or similar interactive data visualization tools is an asset.
- Insatiable curiosity to understand the “why”.
- Passion for understanding and synthesizing data with the goal of unearthing critical insights and patterns.
- A team player, skilled at effectively building and maintaining relationships at all levels, and successfully collaborating with others to achieve common goals.
- Excellent organizational skills, and a strong sense of urgency.
- Strong verbal and written communication skills.
- Fluency in French is considered an asset.

LI-HYBRID

CI Financial is an independent company offering global wealth management and asset management advisory services through diverse financial services firms. Since 1965, we have consistently anticipated and responded to the changing needs of investors. We are driven by a commitment to provide individuals and institutions with the highest-quality investments and advice. Our commitment to the highest levels of performance means that whatever their position, CI employees must be comfortable in a fast-paced environment that will stretch them to tap into their highest potential. Employees with a healthy dose of ambition, a desire to commit to a curious mindset for continuous learning, and a willingness to go the extra mile thrive at CI.

WHAT WE OFFER- Modern HQ location within walking distance from Union Station- Flexible & Hybrid Work Program- Equipment Purchase Program- Training Reimbursement- Paid Professional Designations- Employee Share Purchase Program (ESPP)- Corporate Discount Program- Enhanced group benefits- P

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