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Call Center Operations Co-op
3 weeks ago
Why this role is important We are seeking a highly motivated and detail-oriented Co-Op student to join our Call Centre Operations team. This is an excellent opportunity for a student to gain valuable hands-on experience in a dynamic and fast-paced environment. You will contribute directly to key initiatives, develop your data analysis and reporting skills, and learn about compliance and controls.What you'll doAs a Co-Op student, you will support the Call Centre Operations team by performing the following tasks:Data Coordination & Analysis:Support the monthly business review (MBR) process by collecting, compiling, and formatting data.Assist with the operational risk management committee (ORMC) process, including data extraction and analysis.Develop proficiency in using data pulling and reporting tools.Controls & Attestation:Assist with the execution and documentation of control activities, including gathering evidence and supporting attestation processes.CC Ops Jira Board Management:Manage and maintain the CC Ops Jira board, ensuring tasks are accurately tracked, prioritized, and assigned.Generate reports on Jira ticket status and progress.Special Initiative Support:Provide analytical support for special initiatives, including:Demarket Framework and Reviews: Perform Salesforce (SF) and PDS (Product Definition System) analysis to support demarket reviews.Legal Disclosure Automation: Assist in the automation of legal disclosure processes, utilizing SF reporting and analysis.ECC Reporting: Develop and maintain Salesforce reports to track case handling and productivity within the Executive Customer Care team (ECC).Social Media Framework: Contribute to the social media framework by conducting SF reporting and analysis.Top SOP Reviews and Enhancements: Contribute to the review and enhancement of standard operating procedures (SOPs), including updating language to improve clarity and consistency.Process SOP Documentation: Assist in the creation and maintenance of process-related SOP documentation.What you bring:Currently enrolled in a Bachelor's or Master's degree program in [Relevant fields: Business Administration, Finance, Data Science, Computer Science, or related field].Strong analytical and problem-solving skills.Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).Experience with data analysis and reporting tools is a plus.Familiarity with Salesforce (SF) is a plus.Excellent communication and interpersonal skills.Ability to work independently and as part of a team.Detail-oriented and organized.Eagerness to learn and contribute to a fast-paced environment.Benefits:Gain valuable hands-on experience in a Financial Operations environment.Develop your data analysis and reporting skills.Learn about compliance and controls within a large organization.Work alongside experienced professionals.Opportunity to contribute to meaningful projects and initiatives.
