Job Description

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued - as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well.



At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Does working with some of Canada's most talented minds in innovation supporting retail, digital consumer solutions and analytical platforms excite you? Loblaw Technology powers some of Canada's most game-changing retail solutions, giving our customers the ability to live their lives well.

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Come work with a team that values diverse ideas, fosters a culture of inclusion and develops our talent from within. Loblaw Technology gives you the chance to excel and helps you to strive for success in a big way. Keep reading to learn more!

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Please note Loblaw's Return to Office Policy is 4 days in the office

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Bilingual Senior Analyst, Contact Centre - Brampton, ON

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Reporting directly to the Sr Manager, Contact Centre, you will be accountable for supporting a First Level Support Desk, including but not limited to agent coaching/training, supporting new projects and initiatives and ensuring our Service Level Agreements (SLAs) are achieved. You will also monitor Service Desk workflow and identify and implement improvement opportunities to increase the Quality and Productivity of the Service Desk. You will manage escalations and work with other internal Support Teams to increase the Contact Centre First Call Resolution.

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What You'll Do:

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Strategically direct and optimize daily Contact Centre operations, driving efficiency and effective resource deployment to consistently achieve and exceed key performance indicators (KPIs) such as Service Level, Average Handle Time, First Call Resolution, and Customer Satisfaction.

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Lead and coordinate the Contact Centre's rapid response during major service outages, system failures, or critical incidents, minimizing customer impact and ensuring business continuity.

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Proactively identify and implement innovative self-service solutions, new technologies, and methodologies to continuously enhance Contact Centre performance and elevate the overall customer experience.

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Actively participate in strategic discussions and cross-functional meetings to develop and refine policies, procedures, and operational strategies, providing timely updates on project status and operational initiatives.

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What You Bring:

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Solid understanding of contact centre operations, key performance metrics, and relevant technologies (e.g., ServiceNow, Genesys).

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Strong analytical skills with a keen attention to detail, capable of identifying trends, and anomalies to drive informed decision-making.

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Exceptional interpersonal and collaboration skills, with the ability to effectively engage diverse stakeholders while also demonstrating strong independent work capabilities.

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Excellent time management, organizational, and communication (written and verbal) skills, adept at managing multiple priorities and consistently meeting deadlines in a fast-paced environment.

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Prior experience in a Retail Store or Pharmacy environment is considered a significant asset.

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What Loblaw Offers You

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We offer flexibility and balance, and an environment that sets you up for success no matter where your workspace is located.

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Here, you will find a great team to help you achieve your goals as you help us achieve ours! Work in our fast-paced, exciting Technology environment, helping our stores, colleagues and customers every day.

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Loblaw colleagues also enjoy:

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Work Perks Program

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On-site Fitness Gym, Basketball & Volleyball courts, Ice Rink, Groceries delivered to work via PC Express, Dry Cleaning services (1PCC Office)

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Tuition Reimbursement & Online Learning

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Pension & Benefits

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Paid Vacation

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If you're up to the challenge, then we would love to hear from you. Apply today, and get the process started.
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Loblaw recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation's evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. At Loblaw, we celebrate diversity and strive to build a culture of inclusion where differences are embraced, valued and supported. We are committed to being an equal opportunity employer and encourage people from all backgrounds and identities to apply to our jobs. Accommodation in the recruitment, assessment, and hiring process is available upon request for applicants with disabilities.
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We thank all candidates for their interest but please note, those candidates who meet the minimum requirements for the position will be contacted.
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www.Loblaw.ca/careers
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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

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


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