Job ID: R2000579818
 

Job  Description: 
 

In the Customer Support Centre of Excellence (CoE), we strive to provide PC Financial, PC Optimum, Loblaw Digital, Loblaw Retail, and SDM Retail customers an effortless experience in the moments that matter. We use technology, automation, and delivery optimization to improve customer and colleague experiences. We collaborate with technology and products teams to build harmony and deliver value. We are forward-thinking, agile, and cooperative, solving complex problems at pace. We run as one team, value diversity and dig deep to always know more.

Reporting to the Manager, Customer Care Reporting, Forecast, & Analytics, this role will be maximising different data sources to support operations and financials of the Optimum & Retail contact centres. It will also include collaborating closely with both internal and external stakeholders. We are looking for a candidate that is a self-starter, with high attention to detail, excellent computer skills, and a curious personality.

What You'll Do:

CoE Operational Performance

• Maintain and develop necessary operational and performance reports for the lines of business
• Identify trends and averages on volumes daily, weekly, monthly and seasonal basis
• Develop and maintain historical data (e.g. absenteeism, attrition, management investment, call volume, productivity, service level performance, and staffing adherence etc.)
• Filling adhoc reporting needs for business & present results in a concise, decisive format for various stakeholders
• Ability to integrate various data streams into a coherent, accurate view of program activities
• Review /Assess incoming requests for analysis and data extracts from JIRA board provide outputs accurately and support with recommendations.
• Work where needed with the Salesforce automation teams/data teams to automate reports or build the requests for data extractions.

Financial Performance & Insights

• Supervise monthly / period financial performance and provide insights to improve
• Assist with development of the performance decks (Including PBRs) with accuracy and provide commentary to support variances to plan and LE
• Support annual planning and periodic LE submissions with data extractions and models
• Review Salesforce case management to help control costs
• Monthly accruals for Retail and PCO

Forecasting and Planning Contact Volumes and Resources

• Track and analyze historical volumes and patterns, and agent performance metrics (schedule compliance, absenteeism, average handle time)
• Work with cross-functional teams within the business to improve customer service processes

Onboard, Offboarding, & Access Controls

• Process & set up new hire colleagues in all systems required within the COE across all lines of business
• Ensure offboarding of colleagues in real time to ensure security of all systems
• Troubleshoot any access control issues that arise and work with various stakeholders to get corrected
• Maintain staffing lists amongst the COE and any vendors.

What You Bring:

• University Degree in an analytical field such as Economics or Business, or equivalent experience.
• Intermediate/advanced Excel Skills (Advanced formulas such as Sumifs/Countifs), as well as an interest in data manipulation
• Strong attention to detail
• Salesforce usage and Salesforce reporting skills are as asset
• Call centre experience is an asset
• VBA, or SQL skills an asset
• Excellent communication, presentation, and social skills
• Quantitatively driven

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars Environment, Sourcing and Community and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values Care, Ownership, Respect and Excellence guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits these are some of the many reasons why we are one of Canada s Top Employers, Canada s Best Diversity Employers, Canada s Greenest Employers & Canada s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.
 

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.  
 
 

Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.