The Operations Analyst will play a key role on the Operational Analytics & Insights (OAI) team by providing budgeting, forecasting, and staffing analysis to the operational areas within the Canadian Tire Financial Services contact centre. The successful incumbent will consolidate and analyze data from multiple sources across the division and provide recommendations to leverage operational effectiveness.

Job Description:

• Support the contact centre management teams in achieving their budgetary and service level goals while focused on providing an outstanding client experience

• Lead the creation and continuous improvements of modeling exercises using approved assumptions from the contact centres

• Create and maintain dashboards to be used by leadership teams

• Track and analyze performance to approved budget targets from the business units

• Development and continuous improvements of forecasts for short-term projections of staffing requirements needed to achieve contact centre service level goals as well as long-term projections used in budget models and financial impact assessments

• Development of staffing schedules and capacity planning of resources

• Provide recommendations and implement solutions to maximize the effectiveness of the department and contact centres

Qualifications:

• Post-secondary degree/diploma Mathematics, Statistics, Economics, Business Operations, Business Analytics, or related field (completed or in progress)

• Excellent analytic, organization, and problem resolution skills

• Highly developed problem-solving and critical-thinking skills

• Ability to meet deadlines and prioritize work

• Ability to establish and sustain strong working relationships throughout the organization

• Intermediate to advanced knowledge of spreadsheet and database applications

• Excellent communication skills, proficient written and verbal communication skills including presentation skills

• Proficiency in computer and software skills; specifically, MS Suite (including Excel and Power BI), and Workforce Management

• Proficiency in databricks, Tableau, SQL, and python considered an asset

Broadband Salary Range:  $27/hr – $45/hr
Our typical hiring range is between $30/hr and $35/hr. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role.  #LI-NZ2

We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.

About Us

At Canadian Tire Services Limited/Canadian Tire Bank, it is our mandate to continue to create innovative and rewarding financial solutions for our customers. Our growing suite of products and services showcase the dynamic contributions from our employees and our success is driven by a strong vision, loyal customers, and our ability to build teams that reflect the diverse customers and communities in which we live and work. Join us, where there's a place for you here.

Our Commitment to Diversity, Inclusion and Belonging 

We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better. .

Accommodations  

We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.