The Operations Analyst will play a key role on the Operational Analytics & Insights (OAI) team by providing budgeting, forecasting, and staffing analysis to the operational areas within the Canadian Tire Financial Services contact centre. The successful incumbent will consolidate and analyze data from multiple sources across the division and provide recommendations to leverage operational effectiveness.
Job Description:
Support the contact centre management teams in achieving their budgetary and service level goals while focused on providing an outstanding client experience
Lead the creation and continuous improvements of modeling exercises using approved assumptions from the contact centres
Create and maintain dashboards to be used by leadership teams
Track and analyze performance to approved budget targets from the business units
Development and continuous improvements of forecasts for short-term projections of staffing requirements needed to achieve contact centre service level goals as well as long-term projections used in budget models and financial impact assessments
Development of staffing schedules and capacity planning of resources
Provide recommendations and implement solutions to maximize the effectiveness of the department and contact centres
Qualifications:
Post-secondary degree/diploma Mathematics, Statistics, Economics, Business Operations, Business Analytics, or related field (completed or in progress)
Excellent analytic, organization, and problem resolution skills
Highly developed problem-solving and critical-thinking skills
Ability to meet deadlines and prioritize work
Ability to establish and sustain strong working relationships throughout the organization
Intermediate to advanced knowledge of spreadsheet and database applications
Excellent communication skills, proficient written and verbal communication skills including presentation skills
Proficiency in computer and software skills; specifically, MS Suite (including Excel and Power BI), and Workforce Management
Proficiency in databricks, Tableau, SQL, and python considered an asset
Broadband Salary Range: $27/hr – $45/hr
Our typical hiring range is between $30/hr and $35/hr. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role. #LI-NZ2
We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.
About Us
At Canadian Tire Services Limited/Canadian Tire Bank, it is our mandate to continue to create innovative and rewarding financial solutions for our customers. Our growing suite of products and services showcase the dynamic contributions from our employees and our success is driven by a strong vision, loyal customers, and our ability to build teams that reflect the diverse customers and communities in which we live and work. Join us, where there's a place for you here.
Our Commitment to Diversity, Inclusion and Belonging
We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better. .
Accommodations
We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.
Skills Required
- Post-secondary degree or diploma in Mathematics, Statistics, Economics, Business Operations, Business Analytics, or a related field, completed or in progress
- Excellent analytical, organizational, and problem-resolution skills
- Highly developed problem-solving and critical-thinking skills
- Ability to meet deadlines and prioritize work
- Ability to establish and sustain strong working relationships throughout the organization
- Intermediate to advanced knowledge of spreadsheet and database applications
- Excellent written, verbal, and presentation communication skills
- Proficiency with Microsoft Office Suite, including Excel and Power BI, and Workforce Management software
- Proficiency in Databricks, Tableau, SQL, and Python
What We Do
Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With world-class owned brands and exciting market-leading merchandising strategies, we are continually innovating with purpose: to be there for Canadians from coast-to-coast. We are a group of companies that includes a retail segment, a financial services division and CT REIT. Our retail business is led by Canadian Tire, which was founded in 1922 and provides Canadians with products for life in Canada across its Living, Playing, Fixing, Automotive and Seasonal & Gardening categories. Party City, PartSource and Gas+ are key parts of the Canadian Tire network. Our retail segment also includes Mark's, a leading source for casual and industrial wear, Pro Hockey Life, a hockey speciality store catering to elite athletes, and SportChek, Hockey Experts, Sports Experts, and Atmosphere, which offer the best active wear brands. Our 1,700 retail and gasoline outlets are supported and strengthened by our Financial Services division and the tens of thousands of people employed across the country by our Company, local Dealers, franchisees and petroleum retailers. In addition, CTC owns and operates Helly Hansen, a leading technical outdoor brand based in Oslo, Norway. CTC is an integral part of the communities in which we operate and our legacy of community support, through national and local programs, is initiated and executed by our Corporation, Dealers, franchisees, store operators and employees. Since 2005, our Canadian Tire Jumpstart Charities has been helping kids overcome financial and accessibility barriers to sport and recreation in an effort to provide inclusive play for all kids of all abilities. For more information, visit corp.canadiantire.ca.
