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Senior Analytics Manager, Global Contact Center

Deloitte

This is a Contract position in Toronto, ON posted November 15, 2022.

Senior Analytics Manager, Global Contact Center Apply now »

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Date: Nov 16, 2022

Location: Toronto, Ontario, Canada

Company: Deloitte

Job Type: Permanent
Reference code: 120764
Primary Location: Toronto, ON
All Available Locations: Toronto, ON; Ottawa, ON

Our Purpose

At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.

By living our Purpose, we will make an impact that matters.

  • Be encouraged to deepen your technical skills…whatever those may be.
  • Experience a firm where wellness matters.
  • Be expected to share your ideas and to make them a reality.

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

What will your typical day look like?

Responsibilities:

  • Define and own the vision of the Business Analytics delivery team, drive innovation and thought leadership
  • Collaborates with internal and external business partners to build a consistent and accurate strategy for using data-driven insights; and providing expert advice and guidance on the application of best practices
  • Curate timely, high quality, interactive analytics visualization for the contact center operational excellence, strategic outcomes, and customer satisfaction
  • Increase the interactive nature of data analytics tools and to help elevate end user data analytics expertise throughout the organization to support strategic decision making, planning, reporting, program management, data quality, and goal setting
  • Manage the reporting of KPIs and analyze the effectiveness of compliance campaigns with the goal of driving improvements to overall compliance health of the Company
  • Manage development and operationalization of critical dashboard solutions to provide business insights to several audiences at different levels of the organization
  • Directs analytics reporting to align approaches of internal business performance metrics, including but not limited to customer and product performance effectiveness
  • Support organization leadership and staff in interacting with data important to the functioning of the organization and in improving workflows and outcomes
  • Create an effective working environment and manage the team to ensure a sustainable culture of success.
  • Support business analysis and reporting at scale by designing frameworks, processes, and analytics products requirements to enable speed, consistency, and depth of data reporting and iterative insights
  • Oversee department workflow in the request, extraction, aggregation, and quality assurance of data from multiple sources in support of analysis and reporting
  • Lead and conduct quantitative analyses including the complex data research, data mining, data exploration, statistical reporting, and data analysis methodologies
  • Serve as the Contact Center’s business stakeholder for IT, Vendors, and integrated partners to design, implement and improve technology and workforce management solutions that meet the Contact Center’s need
  • Leads change. Embraces changes, keeps employees informed, and remains focused on business results. Partner across the enterprise to build synergies and shared best practices across all Business Units.

About the team

Global CoRe provides seven fundamental services to Deloitte around the world: knowledge services, creative services, contact center, data management assessment services, data protection, procurement, and real estate. We develop new and innovative ways to improve how these services are delivered across the organization, leveraging our global scope and strength to serve our organization within and across borders.

Enough about us, let’s talk about you

Demonstrated ability to manage multiple priorities in a fast-paced environment. Ability to handle confidential information in a professional manner. Ability to make sound business judgments. Excellent interpersonal skills and ability to work with and manage a variety of people. Strong leadership and analytical skills.

Required:

  • Minimum of 10 years of related experience (data analytics, data warehousing, customer insights, and business intelligence) with a bachelor’s degree in Business, Contact Center or related field
  • 5+ years of experience leading Business Analytics, Business Intelligence and/or Contact Center Reporting teams with the ability to attract, mentor, retain and develop talent
  • 3+ years experience in Service Desk, Customer Experience or Contact Center cloudbased technologies – Amazon Connect, Genesys PureCloud, Five9, Avaya or equivalent
  • 3+ years using enterprise Service Management technology platforms such as ServiceNow, Salesforce, Remedy or equivalent
  • Agile mindset with an eye toward real-time data analyses that provide quick business insights in simple and business consumer-friendly formats
  • Demonstrated business acumen and analytical skills for effective and efficient problem solving
  • Proficiency in the development, documentation, and communication of analytical plans
  • Strong consulting skills with the ability to translate detailed complex business analyses into concise executive-level recommendations
  • Develop recommendations based on solid analytics that address the root cause and explain impacts on business performance. Detail-oriented with a commitment to operational excellence and quality
  • Possesses strong to advanced EXCEL and POWERPOINT skills, knowledge of statistical analysis
  • Proven leadership abilities as demonstrated by the capacity to influence customers and team members in support of business initiatives, act on operational efficiency and impact customer results
  • Experience in understanding customer needs, incorporating in deliverable, and ensuring recommendations/results and implemented.
  • Develop recommendations based on solid analytics that address the root cause and explain impacts on business performance. Detail-oriented with a commitment to operational excellence and quality
  • Ability to think and execute both strategically and tactically
  • Creates a high performing culture. Sets expectations and holds the team accountable. Motivates, builds respect, and instills performance-driven ethics
  • Self-starting, motivating and innovative. Ability to manage multiple priorities and aggressive timelines. Leverage creative thinking and natural curiosity to operational efficiencies
  • Exceptional verbal and written communication skills; proven ability to communicate effectively and influence all levels of staff

Preferred:

  • Masters preferred
  • Experience in developing and transforming Business Analytics teams
  • Expertise and experience in designing, developing, and rolling out enterprise-grade analytics solutions/dashboards using Tableau (or similar products – PowerBI)
  • Experienced in Lean Six Sigma or comparable process improvement discipline
  • Experienced in ITIL or comparable IT Service Management discipline

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute. Be the leader you want to be.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors. Our TVP is about relationships – between leaders and their people, the firm and its people, peers, and within in our communities.

The next step is yours

At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan, Reconciliation Action Plan and the BlackNorth Initiative.

We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations). We’d love to hear from you!

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.


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