Enhance customer service at our Welland, ON location as a Senior Business Analyst. Lead critical process improvements, technology enhancements, and change management initiatives in our Contact Centre Operations team.

In this full-time role, you will drive operational excellence while supporting frontline employees and optimizing customer experiences. Collaborating with various teams, you will identify opportunities for improvement and implement actionable solutions that benefit both customers and staff.

Key Responsibilities:
• Lead analysis and documentation of business requirements for contact centre initiatives
• Develop business requirements documents and process maps
• Analyze current business processes for operational efficiency




• Facilitate workshops to define needs and identify solutions
• Support implementation planning and user acceptance testing

Requirements:
• Proven business analysis experience with process improvement expertise
• Solid skills in requirements gathering and stakeholder management
• Change management and implementation experience
• Familiarity with contact centre or operations-focused environments
• Knowledge of continuous improvement methodologies

Drive measurable operational enhancements and foster a culture of excellence as a Senior Business Analyst.
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📌 Senior Business Analyst for Contact Centre Operations (Ontario)
🏢 Canadian Tire Financial Services
📍 Ontario