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Manager - Business Analysis - Strategic Planning

Toronto, ON
Full Time
6 days ago

Position Overview:

Join our team

We are looking for a passionate and talented individual to join a highly skilled, dynamic planning team responsible for the strategic planning, governance and performance analytics of the Customer Experience organization. The successful candidate will provide decisive leadership to ensure effective and optimal use of resources while balancing the needs of our team members, the business and our customers. The key responsibilities will include the development and governance of operational planning functions including scheduling and intra-day resource management of frontline resources. In addition, driving process efficiencies, creating executive level presentations and developing actionable insights focused on improving business performance will be key deliverables for the successful candidate.

Strategic Planning Spotlight:
    •Our team works in a fun and challenging environment that directly influences the strategic direction and performance of the Customer Experience business
    •Our teams are responsible for the Enterprise planning functions of Strategic Forecasting & Planning, Operational Planning, Performance Management and New Project Integration
    •We work closely with the Customer Experience Enablement and Customer Experience Strategy & Development teams to deliver on our strategic objectives; our key stakeholders and partners include Operations, Marketing, Finance, and Technology Transformation to name a few
    •We provide opportunities for you to excel and show your stuff - work on high value and high visibility projects
    •You will work in a team that actively supports your personal development with progressive training and development tools


You're the missing peice of the puzzle:
    •Outstanding analytical and quantitative skills with strong storytelling ability
    •Deep understanding of contact centre drivers - Supply; Demand; AHT; Skilling and Routing
    •Working knowledge of forecast modelling and how to build data cause & effect outcomes
    •Strong team management skills and proven abilities to build and run a high performing team
    •Analytical perspective is essential and be comfortable working in detailed quantitative models
    •Ability to rapidly switch between Financial and Operational outputs and impacts
    •Excellent collaborative and client relationship skills and ability to effectively dialogue up, down and sideways
    •Proven leadership expertise with the ability to bring together multiple teams to work collaboratively
    •Strong Telecommunications and call center knowledge
    •In-depth knowledge of Workforce Management methodologies and key success indicators
    •Ability to understand and integrate all internal and external drivers (i.e.: Finance, Economics, Operations, etc.) that impact problem solving and decision making
    •Ability to maintain a positive attitude despite high-pressure situations and manage multiple priorities within tight deadlines
    •Proficient with Microsoft Office software (Excel, Word, PowerPoint)
    •Excellent interpersonal communication skills, ability to work with various levels of management up to and including Senior Management as well as work within multi-functional teams
    •University degree and/or 7-10 years equivalent combination of experience and education
    •CPA, MBA or MSc would be considered an asset

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. We're committed to diversity and equitable access to employment opportunities based on ability -your unique contributions and talents will be valued and respected here.
Management and Executive