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. #J-18808-Ljbffr

📌 Real Time Analyst at Scotiabank (Winnipeg)
🏢 Scotiabank
📍 Winnipeg