Contact Center Optimization Analyst

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**Working Arrangement**

Hybrid

The **Contact Center Optimization Analyst **is Subject Matter Expert in Canada Retirement Contact Center, and responsible for aiding in the overall governance, coordination of key operational accountabilities, and optimization of processes, practices, procedures, tools, etc. that exist across Canada Retirement Contact Center with a focus on Service Delivery, mitigating Risks, improving the performance, etc.

The Contact Center Optimization Analyst will help drive strategic priorities and other tactical initiatives and be a critical resource for the leadership team, helping with data analysis and providing recommendations to support the decision-making process.

**Individual Responsibilities**:

- Gather and participate in business requirements, UAT Testing ( Coordinate and facilitate business user acceptance testing), and be actively involved in all matters pertaining to systems and tools in Canada Retirement
- Create an atmosphere in which timely and high-quality information is available; convey information clearly and effectively
- Identify coaching opportunities and guide leaders and agents toward best practices to improve customer contacts, management of escalations, rush cases, use of helpline, etc.
- NPS - Identify detractor and promoter trends and bring solutions for NPS improvement, towards our goal of 25%
- Provide direct reports with on-going performance feedback on service, quality, and productivity, while assesses strengths and development needs of staff; allocate time and resources for development; provide coaching to cultivate personal accountability and ownership; ensure that each direct report has an active development plan
- Use formal and informal networks and relationships to get things done to meet or exceed customer expectations and KPIs
- Represent Canada Retirement Contact Center in projects and initiatives, attends meetings with other stakeholders to discuss current trends, upcoming events, project planning, current project status and department meetings.
- Ensuring accurate representation of the business and CC realities, impacts, and costs/benefits; ensure priority items and impacts are addressed to Director ASAP.
- Work with Director, Managers, and Team Leaders and share information and contribute to the ongoing improvement of standards, policies and procedures leading to the continuous improvement in service quality Identify coaching opportunities and guide leaders and CSPs toward best practices to improve customer contacts, management of escalations, rush cases, use of helpline, etc
- Actively plans and facilitates department wide process improvements, and identifies needs and implements effective controls, and participate in audit process, etc.
- Review CC processes to ensure all privacy breaches are investigated and all avenues exhausted. Look for privacy breach trends, and training gaps and bring process improvement solutions to the Director.
- Other duties as assigned

**Job Requirements**:

- 2-3 years of supervisory or team leader experience
- 3+ years annuity experience
- Canada Retirement knowledge is a major plus (MPS and SLX)
- Contact Center Operations Management knowledge is needed
- Bachelor’s Degree preferred, or equivalent work experience
- Excellent Presentation/communication skills
- Strong verbal and written communication skills
- Proficient Bilingualism in French and English is preferred
- Comprehensive knowledge of annuity operations and systems including tax reporting and regulatory issues, including understanding of Canada Retirement

**Authorities**:

- Prioritize and re prioritize work deliverables and projects to meet business goals
- Recommend procedures and technology enhancements to improve overall client experience and business unit effectiveness.
- Making recommendations and suggestions to senior managements
- Up channeling employee’s challenges Working Conditions: (If applicable, list if there are any special or exceptional working conditions such as: Significant Travel, Physical Labor, Concentration and/or Visional Requirement)

**Key Accountabilities**:

- Responsible for analysis of service trends, processes, procures, workflows, etc. in Canada Retirement
- In conjunction with the Contact Center Leaders, act as a liaison between other partner units including Administration, Payroll, Sales, Quality, Training, WFM, and other Manulife stakeholders
- Identify areas for improvements in efficiency, consistency, and quality
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