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    Command Centre Analyst - Toronto, Canada - Home Trust

    Home Trust
    Home Trust Toronto, Canada

    1 week ago

    Default job background
    Description

    Company Profile

    Home Trust Company has developed a track record of success as Canada's leading alternative lender, employing nearly 850 people in our Toronto headquarters and branches across the country. Building on the demonstrated strength of our core residential and commercial mortgage lending business, the Company and its affiliates also offer complementary lending services and competitive deposit investment products. Our culture has been shaped by the passion and integrity of our people. Home Trust is a private company.

    Position Responsibilities

    Administration (45%)

  • Perform real-time queue monitoring to ensure that the Contact Centre meets our service level objectives for our multi-channels (voice, email, chat social media etc) and multi-product contact center.
  • Develop a strong understanding of our Contact Centre historical call patterns, trends and peak periods (seasonal call volumes) and implement and recommend short and long term strategies to ensure service levels are achieved (, optimize scheduling, proactively request OT, initiate code red support)
  • Support the design, creation and modifications of our Contact Centre telephony solution (Administrator): IVRs, ACDs, reporting, dashboards, ad hoc messages, skilling etc.
  • Oversea the generating of automated and ad hoc call reporting and disseminate information to the applicable Team Leaders and LOBs
  • Responsible for daily, weekly and monthly call center reports and dashboards that highlight call center performance (Call Volume, Service Level, Average Handle Time, Abandon % and Average Speed to Answer)
  • Responsible for tracking all employee hourly submissions to payroll (OT and contractors payroll forms)
  • Optimize a flexible workforce (part-time, across Canada) that supports our WFH (work frm home) hybrid model
  • Provide timely Contact Centre WFM performance reporting and analysis to the Contact Centre Leadership/Executive Teams and supporting business partners/owners (Renewals, Retention, Collections etc.).

    • Customer Satisfaction and Driving Results (25%)

  • As the Contact Centre's day-to-day main point of contact for the various LOBs, provide workforce management support (ie., resourcing, skilling) and implement real-time changes to Agent schedules to meet our key performance metrics (SLs, make busy, schedule adherence).
  • Manatin daily/monthly Contact Centre WFM related KPIs/KRIs (, SLs, call abandons ACW, shift adherence etc.)
  • Ongoing review of our Contact Centre multi channel (voice, email, chat social media etc) volumes,patterns and distributions patterns and make real time skilling and staffing changes to ensure SLA are maintained
  • Maintain our own internal forecasting and scheduling models that will meet seasonal and monthly peak call volumes
  • Promote continuous process improvements by identifying and recommending effective "Contact Cemtre" related technologies or business process changes and solutions

    • Managing Relationships (10%)

  • Collaborate with the Contact Centre Leadership Teams (HT and M1S) and supporting Business units to ensure KPIs/KRIs are achieved (intervals, daily and monthly).
  • Support the Contact Centre Team Leaders on effective Command Centre/WFM principles and practices
  • Act as the Worforce Management liason with our key 3rd party oursourcing relationship (M1S (for credit card servicing))

    • Risk Management & Compliance (20%)

  • Incorporate all AML, compliance laws and regulations into the daily Contact Centre and Command Centre Operations
  • Develop & implement proper WFM oversight & controls to ensure compliance& risk management practices are in place.
  • Ensure Contact Cenre/Command Centre procedures and practices align with Home Trust's business goals and objectives, within acceptable risk tolerance levels
  • Ensure Contact Centre adheres to applicable regulatory and compliance obligations, including Privacy, Anti-Money Laundering/Anti-Terrorist Financing and internal Anti-Fraud Policy requirements
  • In conjunction with ERM, contribute to the development of effective management tools, standards, guidelines and report as applicable to the Contact Centre/Command Centre

    • Formal Education

  • Post secondary degree or diploma preferred in Business or equivalent
  • Certification(s)/Designation(s) preferred

    • Related Experience

  • 2-4 years Command Centre Management experience
  • 1-2 years of experience in financial services

    • Skills:

  • Solution-focused leader who takes initiative ensuring self and team work effectively within established guidelines
  • Strong organizational, time-management and analysis skills
  • Able to multi-task and flourish in a fast-paced, deadline-driven work environment
  • Exceptional interpersonal relationship and building and listening skills
  • Effective leader who drives achievement while motivating and engaging others through fostering a collaborative team environment
  • Excellent written / verbal communication and professional maturity
  • Consistently demonstrates and reinforces organizational values
  • Solid knowledge of MS Office

    • Must be flexible to work varied shifts within core operational hours which are currently Monday-Friday 8am-10pm (subject to change based on future business needs) and Saturday 9am-6pm EST. Additionally, some work beyond standard hours based on fluctuating business volumes and to accommodate all Canadian markets may be required; Bilingualism an asset.

    Skills

    Position Complexities

    Acknowledgement

    All employees of Home Trust Company must comply with all applicable Home Trust Company, and specific Line of Business policies, standards, guidelines and controls. Additionally, all employees are obligated to become familiar with Home's risk management framework and understand the operational risk management requirements within their specific business. Employees are also expected to understand and comply with the Company's Code of Business Conduct & Ethics Policy at all times and escalate any issues or concerns through various reporting channels ( Customer Complaints Appeals Office (CCAO), Compliance Hotline, Whistleblower Policy, etc).

    Home Trust is committed to fair and accessible employment practices and we are committed to providing accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, or require this posting in an additional format, please contact us at or If you are contacted by Home Trust regarding a job opportunity or testing and require accommodation in any stage of the recruitment process, please use the above contact information. We will work with all applicants to determine appropriate accommodation for individual accessibility needs.

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