Job Description

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Aviso:
At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic 'oneaviso' culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at .
The Opportunity:
We're looking for a Service Center Reporting Analyst to join our Client Solutions team.
Reporting to the Director Continuous Improvement, the Service Center Reporting Analyst will provide key reports and analysis needed to run an effective Customer Care operation. This is a critical role that requires someone who is very strong in Excel and other software, inherently good with numbers and can draw conclusions from data analysis. You will need to work with internal and external teams to optimize reporting. Key responsibilities include tracking performance, identifying process improvement opportunities, creating dashboards and reports, and collaborating with operational teams to enhance efficiency, productivity, and customer experience. This role requires strong analytical skills, computer literacy, and experience with call center software and reporting tools.
Who you are:

• Service - You put your clients' needs first. You advocate service excellence, and work to deliver client-centric solutions, and proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
• Execution - You are committed to achieving your goals and to succeed. This includes focusing on "getting things done", as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration - You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization

What your day looks like:

• Performance Monitoring: Track and analyze key performance indicators (KPIs) such as call abandonment rates, adherence to schedules, and service levels.
• Data Analysis & Insights: Identify trends, patterns, and root causes in call data to provide actionable recommendations for improving operational efficiency and customer service.
• Report Generation: Develop and present daily, weekly, and monthly performance reports and dashboards to management and key stakeholders.
• Process Improvement: Work with team leads and supervisors to implement strategies that improve agent productivity, reduce non-productive time, and optimize call flows.
• Collaboration: Partner with operations teams, data teams, and other departments to drive improvements and achieve departmental goals.

You Will:

• Provide game changing insights and data into the operations of the department and the business by producing daily, weekly, monthly and ad hoc reporting and analysis
• Have a strong understanding of call centre operational metrics, SLA's and drivers and uses this knowledge daily to assist in running and effective operation
• Ability to update SharePoint databases by pulling reports and appending data to the database tables, refreshing data from databases, updating reports
• You understand call centre processes and technology best practices. This includes workforce management, telephony, IVR, CRM and more (experience with Genesys, Creatio and/or AmplifAI an asset)
• Ensure reporting and projects are always completed in a timely manner, are well documented and well communicated
• Be a constant learner and constant teacher
• Help to evolve this contact centre in an organization obsessed with Customer Experience. It is all about the customer from design to servicing
• You will partner with other departments to ensure strong two-way communications and that the Contact Centre gets the appropriate information to effectively handle our customer calls, chats, cases and emails
• You always champion the service philosophy in everything you do and every meeting you are in. You help us create the gold seal standard in customer service and you challenge others both in the Contact Centre and in the broader organization to live up to the standard
• Bring new ideas on how to improve the overall customer care team

Requirements:
Your experience and skills:

• 5+ years in contact centre reporting and analysis in a world class customer service environment with a strong track record of success
• Thorough knowledge and extensive experience with Excel creating reports, charts, pivot tables, conducting analysis etc.
• Strong work ethic , leads by example and will ask for help when needed
• Strong team mentality and ability to partner towards common goals
• Flexible to work at different times to run this operation
• Advanced computer skills including proficiency with MS Office (MS Excel, PPT, Word)
• Proven record of high performance and achievement in past positions
• Exceptional analytical skills
• Excellent presentation building/delivery and communication skills
• Excellent relationship building skills - ability to work effectively with people at all levels in an organization
• Excellent at listening, making people feel heard and valued
• A believer in servant leadership and an eternal student of service
• Strong self-management and time-management skills with the ability to work independently without supervision in a fast-paced environment
• Team player, with a focus on supporting the team and company as a whole to achieve results in a constantly changing environment
• Skilled at leveraging resources, partnering, and communicating needs to leaders in a solutions-oriented way
• Attention to detail with strong documentation and follow up skills
• Fluent communication skills in English are required and bilingual skills in French are an asset
• Not required but an asset - experience with Genesys phone systems, Creatio CRM, service via email, chat, phone, etc.

Benefits:
Why Aviso?
At Aviso, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork

Your Information
By submitting your application, you consent to the collection, use, and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law.
Further information is available on the Privacy link on our Career Page -
Equal Employment Opportunity
Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
No recruiters or agencies, please.
Company Overview:
Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and management, and over 1,000 employees. We're building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We're a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We're proud to power businesses that empower investors.
A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you're looking for interesting and challenging work, at a company committed to its people, apply to join our team.
Salary
This position is posted with an expected salary range of $68,000 - $78,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.

Skills Required