Elevate operational efficiency as a Real Time Analyst at Scotiabank. This role is pivotal in monitoring advisor performance and optimizing resource utilization across Canada’s Banking Client Experience Centre.

As a Real Time Analyst, you will support up to 2,800 Advisors, ensuring optimal service levels through effective monitoring of contact volume and absenteeism. You will utilize contingency processes to coordinate short-term scheduling and produce in-depth reporting that informs strategic decisions. Your analytical insights will help identify service-impacting outages and promote continuous improvement within the team.

Key Responsibilities:
• Monitor contact factors and operational efficiencies in real time
• Investigate discrepancies and communicate actions to management




• Utilize contingency plans to manage staffing and costs
• Develop customized tools for operational improvement
• Provide recommendations to reduce customer abandonment rates

Requirements:
• Relevant post-secondary education or Workforce Management experience
• Understanding of Contact Centre Operations and technology
• Proficient in spreadsheets and Workforce Management systems
• Robust analytical and problem-solving skills
• Effective communication abilities with stakeholders

Utilize your analytical and operational expertise to enhance performance and customer experience at Scotiabank.
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📌 Real Time Analyst at Scotiabank (Ontario)
🏢 Scotiabank
📍 Ontario