Contact Centre Operations Specialist

**Who we are** Join Scene+ and be part of Canada's most robust lifestyle loyalty program with over 15 million members and growing We are a trusted brand, driven by the belief that there's always something to look forward to with rewards for every kind of life. Our goal is to become Canada's favourite loyalty program by nurturing our Members with rewards their way. We're the exciting joint venture of Cineplex, Empire, and Scotiabank, blending the energy, optimism, and atmosphere of a startup with the support of three iconic Canadian companies. With over 100 team members and plans to grow more, we're an emerging, responsive company. We offer collaboration, accountability, challenges, and rewards to everyone who joins us. Our motto is "Love what's next," and we believe it applies to your career too. Join us to help evolve the program, collaborate with amazing teams, and love what lies ahead. **Who we need** Reporting to the Senior Manager, Member Services, we are looking for an Operations Specialist to manage the daily operations of front-line and back-of-house queues within our Contact Centre. You will troubleshoot operational issues, optimize workflows, and collaborate with internal teams and external vendors to ensure efficient service delivery and strict adherence to Service Level Agreements (SLAs). You will take a proactive, solutions-oriented approach to managing executive escalations, conducting Post-Incident Reviews (PIRs) and implementing best practices. - This is a hybrid role, working 5 days over a 2-week period in the office._ **What’s in it for you** - Impact. _You will play a critical role in enhancing both internal and external customer experiences, improving Contact Centre performance, and driving operational success. Your ability to manage key performance indicators (KPIs)—including customer satisfaction (CSAT), average handle time (AHT), and staffing quality—will ensure exceptional member service experiences and contribute to a culture of continuous improvement. - Autonomy and influence._ You will have the freedom to innovate, identify gaps in processes, and recommend and implement improvements that enhance efficiency and effectiveness. You will collaborate cross-functionally with internal teams and third-party vendors, using data-driven insights to optimize service levels, streamline workflows, and elevate Contact Centre performance. Your expertise will be valued, and your ideas will directly impact shaping best practices and enhancing service delivery. - Career Development. _We have a proven history of supporting the growth of our people. Whether you want to advance in this team or move to another area of Operations at Scene+ or one of our parent companies, there is always something to look forward to. **As our new Operations Specialist, you will**: - ** Optimize call center operations.** You will identify and resolve service delivery problems to facilitate smooth operations between our third-party contact center and Scene+. You will continuously evaluate and improve call centre processes, ensuring efficiency and a seamless member experience. - ** Build and analyze reports.** You will track and analyze key performance metrics, including CSAT, AHT, quality scores, and staffing efficiency. You will leverage Excel and Power BI to create insightful reports that drive data-informed decisions. - ** Support vendor management.**You will monitor daily service operations for Tier 1 and Tier 2 queues and serve as the primary point of contact for a third-party contact centre supervisor, providing insights and support to optimize their daily workflows. You will monitor responses or resolutions supplied by outsourced cell centres to ensure they meet Scene+ standards. - ** Implement continuous improvements.**You will troubleshoot and resolve operational issues that impact service levels and productivity, collaborating with existing department contacts across various teams to ensure tasks are completed within Service Level Agreements (SLAs). You will identify gaps and assist in developing and implementing process improvements. You will also assist in training and supporting compliance with operational processes, tools, policies, and procedures. **You bring**: - ** The process improvement experience.**You have a proven ability to take ownership of operational issues and escalations. You have experience identifying inefficiencies in processes, contributing to the development of process improvements, and ensuring compliance with policies and procedures. You have the analytical rigour and data-driven approach to uncovering opportunities, assessing impact, and assigning prioritization. - ** The adaptability.**You have a proven ability to manage multiple tasks and priorities simultaneously, under pressure, ensuring timely resolution of issues and smooth operations. You can pivot your focus to adapt to changing priorities, operational shifts, and new processes or tools. You thrive in a small, agile org