Analyst, System Outage Management - Toronto, Canada - Scotiabank

Scotiabank

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requisition ID: 195470

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

Contributes to the overall success of the Scotia iTRADE Contact Centre in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives.

Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Accountabilities

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Create and administer a reporting suite that delivers comprehensive data and robust analysis of the contact centre metrics in maintaining operational effectiveness
Develop reporting and tracking system through intuitive formats in either format of Tableau, Sharepoint, Power BI, etc.
Update tracking templates with different access requirement, processes, and necessary information upon request
Utilize technology and report automation to reduce work effort and costs and improve accessibility
Uncovers need and creates new actionable reporting to build on the existing suite of reports
Responsible for performing datadriven trend analysis to monitor the performance of the Contact Centre and provide recommendations on improving results
Proactively perform analytic and reporting to generate an accurate and insightful perspective
Update Daily KPI reporting on Tableau or Power BI for performance monitoring
Responsible for providing the weekly and monthly report on call drivers and internal support team workload
Proactively conduct effective manipulation and calculation of data which can be analyzed and turned into business insights and present to the leadership team to move business forward
Collaborate with WFM in sharing data in creating reports for Senior Management
Prioritize workload and tasks of a confidential and sensitive nature.
Supporting Contact Centre Short-Term planning and Forecasting
Continue to acquire and enhance knowledge of the contact centre operations and business strategies
Other ad hoc duties as required
Manage system issues, changes and outages to minimize the impact to clients & business operation
Act as the first level support for coordinating various system issues with different tech support teams with the goal to improve the turnaround time for system related problem solving
Participate in Technology upgrade initiatives which impacts our clients and provide training material for CC readiness
Develop Training material and troubleshooting steps in assisting CC agents on identifying and handling client enquiries that are technical in nature
Strong technical knowledge and business sense to determine the level of severity and urgency of different system issues and be able to make timely and proper recommendation
Manage telephony BCP for all centres and maintain and update call flow queue manual
Coordinate with various department for contact centre system upgrade for all locations
Monthly reporting on high impact system issues and client impact
Effectively manage all system issue inventory, track & report status
Regularly review status and provide proper business recommendation for priorities
Communication
Communicate the status of system issues timely to the impacted business areas and clients.
Communicate to the floor on widespread system issues and any temporary workaround.
Build effective working relationships with our partners, various business lines, and corporate functions
In addition to execution, the incumbent will clearly articulate direction and results to the Business.
Post messages on client facing platforms and telephone system to advise clients on widespread online issue to deflect call volumes
Understand how the Bank's risk appetite and risk culture should be considered in daytoday activities and decisions.
Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank's Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of daytoday business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
Champions a high performance environment and contributes to an inclusive work environment.

Dimensions

Expert ability to provide tracking and reporting resolution and analytic
Understanding of our systems both external and internal such as Genesys, ScotiaOnline, SCORE, ICON, PEGA, CTI Pega, TradePro, Scotia iTRADE Mobile app, etc
Ability in learning agility and commitment of profession development
Ability to network and build solid relationship with our partners to drive efficiency
Ability to collaborate, prepare, and deliver presentations to senior management team
Act as a point of contact for any system issues