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Title:  Monitoring Analyst (Hybrid)

 

 

 

Requisition ID: 163798

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

 

*The schedule for this position will be Tuesday to Friday 3 pm - 11 pm & Saturday 10 am - 6 pm

 

Hybrid: Once a month in the office at 2201 Eglington Avenue East, Scarborough 

 

Purpose

The Monitoring Analyst is responsible for building, maintaining and analyzing reports in the Sales Operations department. This position will support the Sales Operations Management Team by providing reporting for campaigns and dialer management. The candidate will be responsible for intra-day Predictive Dialer monitoring, Sales Efficiency and Advisor Schedule Adherence.

The position will identify issues generated from the CBCC computer-based systems and procedural anomalies that are generated by the constantly changing Contact Centre environment. 

The Monitoring Analyst identifies and documents opportunities to create efficiencies within the Contact Centre environment and escalate systems requirements to EBSS.  The position assists with the implementation and follow-up of procedural and systems changes; and supports the change once it is fully implemented.

 

Major Accountabilities
1.    Provide reporting and analysis to the Sales Operations Management team and monitor advisor performance by:

  • Utilizing and developing tools/reports including several Excel models, CMS, WebFocus and various systems. The incumbent must possess current knowledge of all business operational policies, procedures and systems supported by the Sales Operations Unit.
  • Monitoring advisor’s adherence to scheduled time to outbound calls and for off-phone events (break, lunch, huddle, meetings, miscellaneous, pre-approved Aux modes).  Monitor established thresholds for advisor states that are not pre-approved and must be limited (Aux modes).  Ensure that all Monitoring is done daily.
  • Identify and document opportunities to improve the Sales processes through intra-day Predictive Dialer Monitoring.  Develop and maintain a relationship with EBSS product support staff in order to quickly and effectively resolve issues. 
  • Develop and maintain awareness of current bank/branch procedures and of areas affecting the development and operation of the Contact Centres through contact with other areas of the Bank as well as review of circulars and other outside information sources, such as the Hive.  
  • Ensure advisors are adhering to the assigned job campaigns (based on queue strategy, and agent skills). Recognize and action on deviations immediately to minimize negative impact.
  • Monitor pacing for individual job campaigns to ensure the idle times are meeting the maximum and minimum thresholds, ensuring that all teams remain productive. Efficient pacing is also critical for the Sales and Sales Operations teams to meet their RPC/HR, Sales/HR, file depletion rate on campaigns, and RPC% targets on campaigns. 
  • Ensure the outbound sales abandon rate is below the set threshold and is within the allotted threshold under the CRTC regulations. This will involve keeping track of events that result in abandoned calls, such as off-phone events, unscheduled events, and larger-than-average call handle times.

 

2.    Assume responsibility for the efficient resolution of outages that impact both customers and CCC staff.

  • Identify root cause of outages.
  • Make decisions on alternative options to minimize the impact on customers and sales teams. The majority of decisions will be made based on pre-defined criteria; however, some instances will require independent decision making with limited information and support.
  • Communicate to all relevant parties/intermediaries (Business Analysts, affected team leads) and keep all parties informed of progress and impact.
  • Track foregone revenue associated with technical outages; communicate to various business lines on a monthly.

 

3.    Analyze and report on historical data.

  • Create ad-hoc reports to analyze historical trends as required.  
  • Drive change and continuous improvement within the CCC resulting in capacity savings and cost reductions.

 

4.    Improvements on Reporting 

  • Identify opportunities, streamline and combine existing reporting.
  • Automate reporting when possible to reduce the need for additional Support staff.

 

5.    Participate in the development of feasibility studies that contribute to Contact Centre strategies and development plans. 

  • Provide recommendations on how to move projects forward to implementation and work in collaboration with various other stakeholders within the CCC and other business lines.

 

6.    Provide a high standard of customer service by:  

  • Responding to requests for information/clarification from Contact Centre Technology Client Services and Sales Management in a professional and efficient manner;
  • Escalating more serious situations/problems to the appropriate channel as needed for speedy and equitable resolution;
  • Maintaining a positive working relationship with Sales Managers, Directors, Contact Centre Technology Client Services and other support Staff in order to quickly and efficiently resolve issues/problems before they result in loss of efficiency and negatively impact the Canadian Banking Contact Centre Sales Plan.


 

Requirements

  • Sound knowledge of specific programs related to Outbound sales at the Customer Contact Centre (EDGE, DIALER, Syntelate, WebFocus);
  • Strong attention to detail;
  • Strong organizational skills;
  • Ability to manage within established time and productivity targets, as set by Canadian Banking Contact Centre Sales Operations;
  • Knowledge of the products/services and Outbound Sales campaigns;
  • In-depth knowledge of Sales groups;
  • Must be familiar with all the functional areas within TCCC;
  • Must possess good interpersonal, communication, coordination and reporting skills (Excel). He/she must be able to generate and deliver reports in a timely manner.

 

Dimensions

The Sales Operations team supports 200+ Sales Advisors, Managers and Senior Management nationally across multiple contact centers.  This requires Real Time Management support to enable the CCC to make outbound and inbound sales calls effectively.  The team produces +1300 reports and analyses annually.  

The team consolidates and reports on sales/campaign results and efficiency metrics from CMS (Call Management Systems), Workforce Management, WebFocus, Showcase Analyzer, etc.  This often requires the development of customized tools and templates.  The unit supports the Inbound Sales, Outbound Sales, and Business Line Partners (Product Groups).

The incumbent will work independently within the boundaries of existing business policies and guidelines. He/she is expected to demonstrate high levels of attention to detail in a repetitive task environment.  

The incumbent must effectively communicate potential problems to support groups in order to prevent production impacts.  Regular interaction with these areas is required to effectively deal with identified issues.

The incumbent must exercise judgment in the prioritization of his / her workload
 

 

Working Conditions

  • Generates reports/ documentation and reviews computer screens for a significant part of the day.
  • Work can be repetitious, with pressure to meet defined deadlines/targets.

 

#IN-GO
 

 

Location(s):  Canada : Ontario : Toronto 

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.


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