Job Description

Requisition ID: 176199

Tangerine is Canada\xe2\x80\x99s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It\xe2\x80\x99s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada\xe2\x80\x99s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

What you will be doing:

The Intraday Analyst contributes to the overall success of the National Support Team in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team\xe2\x80\x99s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Is this role right for you? In this role, you will:

• Monitor and manage the national staffing levels versus call volumes, off phone activity and make decisions regarding canceling and or the adding off phone activities in coordination with the national team.
• Employ a program of data collection utilizing historical, forecast and intraday information for use in proactive planning and decision making to meet and/or exceed corporate key performance indicator targets.
• Monitor national associate(s) productivity focusing on average handle time and schedule adherence: analyze and identify sources of variance from projected and initiate action as appropriate.
• In real-time, proactively manage activities that impact service levels, coordinating with the Call Centre Managers to facilitate numerous activities within the Contact Centers.
• Provide reporting to assist in improving operational efficiency.
• Work on special projects as they present themselves.
• Execution of Dialer configuration.
• Work closely with the Intra-Day Analyst team to ensure all supported business units are covered sharing feedback in order to improve processes and enhance the planning structure.

Do you have the skills that will enable you to succeed in this role? - We\'d love to work with you if you have:

• University or College Degree or equivalent work experience
• Minimum 1 year of experience in a Call Centre environment
• Bilingual in English and French is an asset
• Previous intraday analyst experience is considered as an asset
• High level of experience using Microsoft Office products is required to complete daily work loads
• Proven ability to operate independently with minimal direction
• Ability to multi-task and meet realistic time frames for completing multiple assignments and achieving the desired results
• High degree of judgment and initiative
• Excellent interpersonal, negotiation and organizational skills is essential

What\'s in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don\xe2\x80\x99t apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

*Tangerine employees participate in Scotiabank\xe2\x80\x99s pension & benefits programs (available to permanent employees)

Location(s): Canada : Ontario : Toronto || Canada : New Brunswick : Moncton || Canada : Ontario : North York

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.

Scotiabank