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Title:  Dialer Analyst, Sales Campaigns & Strategy, Sales Optimization and Governance

                                                                                                               

 

 

Requisition ID: 136768  

Cost Centre: TORONTO CONTACT CENTRE - SALES 

Employee Referral Program – Potential Reward: $1,000.00 

We are committed to investing in our employees and helping you continue your career at Scotiabank. 

 

Position:  Dialer Analyst, Sales Campaigns & Strategy, Sales Optimization and Governance, Canadian Banking Contact Centre

 

Purpose 

Contributes to the overall success of the Sales Campaigns & Strategy ensuring specific individual goals, plans, initiatives are executed in support of the team’s business strategies and objectives, supporting both Inbound and Outbound channels in the Canadian Banking Contact Centre. Conducts analysis and proposed enhancements to achieve business goals. Responsible for developing efficient and effective outbound call strategies and ensuring the dialer is operating at peak efficiency and workflow meets established goals in a multi-client and multi-operating systems environment. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures

 

Accountabilities 

  • Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
  • Provides management team with status of campaign initiatives as well as analysis and recommendations pertaining to these initiatives. The analyst must have a strong understanding of the Contact Centre systems/ platforms/ procedures and reporting
  • Provides support throughout the campaign build process, ensuring alignment with Contact Centre capability and sales strategy ensuring a smooth rollout. This includes defining specs with key partners and ensuring that business flows, user requirements and development of new systems for each new sales campaign is in line with strategic and operational strategies
  • Responsible for the day-to-day administration and monitoring of predictive dialer system including design and build of campaigns, calling lists, queue strategy and for coordinating execution and day-to-day administration of the outbound dialer with the Monitoring Analysts
  • Actively participates in sales strategy discussions with the Contact Centre management team
  • Partner closely with the lines of business and the rest of the strategy team to meet business objectives and ensure the consistent, accurate execution, reporting and management of dialer operations. Work closely with our Marketing & CIM Teams, and Business Line Partners to capture requirements, configure and execute marketing-driven dialer campaigns
  • Proactively works with the Contact Centre management to identify opportunities to apply new dialer campaign strategies
  • Leverages the Contact Centre outbound department data to analyze calling strategies, recommend improvements, and identify defects and/or areas for concern
  • Collaborates with Industry groups and associations to keep current and identify Best In Class practices
  • Works closely with Vendors to maximize functionalities and capabilities of resources tools
  • Completes regular Quality Assurance monitoring of the dialer system
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
  • Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions, and conduct risk
  • Champions a high-performance environment and contributes to an inclusive work environment

 

Dimensions

  • Support Canadian Banking with Contact Centres across multiple countries
  • Provide a forecast for each of the Outbound campaigns outlined in the fiscal roadmap.
  • Liaison with Lines of Business to launch new campaigns and strategies in the Contract Centre, both through inbound and outbound channels.
  • Outline daily queue strategy to ensure file depletion and maximize Sales opportunities
  • Adjust Export Calling Ratio and Max/ Initial Hit Rates to reach optimal Dialer efficiencies, specific to each respective campaign.
  • Provide reporting of results and analysis.

 

Requirements

  • Knowledge and application of dialer software, data gathering and trend analysis application of
  • spreadsheet software like MS Excel, statistical analysis, graphing, data presentation, communications,
  • team presentations md public speaking skills.
  • Problem resolution and analytical skills.
  • Discipline to work in a high moving environment.
  • Associates degree plus 1 year of Contact Centre experience or equivalent work experience.
  • Must have working knowledge of dialer applications — ex: Avaya. Unison etc.
  • Must have working knowledge of Avaya — Inbound/Outbound Preferred.
  • Must be proficient in Excel.

 

Working Conditions 

  • Work in a standard office-based environment; non-standard hours are a common occurrence. Position requires flexibility in hours and individual will be required to spend vast majority of their day in his/ her seat, viewing multiple applications in a computer monitor

 

Location(s):  Canada : Ontario : Scarborough 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

Note: All postings in me@Scotiabank will remain live for a minimum of 5 days.


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