Requisition ID: 266655

At Tangerine, we’re redefining banking. As Canada’s leading digital bank, we thrive on innovation, agility, and bold thinking, tackling every challenge head-on with leading technology and the unstoppable power of collaboration. 

Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking, we’re committed to making an impact in the communities we serve and across our organization. We foster a culture built on integrity, inclusion, and fearless ambition – where diverse perspectives are valued, and people are empowered to do their best work. 

Are you ready to disrupt the status quo? Do you crave challenges that push boundaries? If you’re a high performer looking to accelerate your career and reimagine the banking landscape, this is your moment. 

Let’s shape the future of banking together! 

Purpose
The major accountabilities of the Intra Day Analyst role are to manage of the day-to-day and intraday National Service Levels abandon rates and staffing levels. This role is also responsible for providing detailed analysis and documentation providing detailed and factual business/function information in order to develop conclusions and responses including recommendations on possible course of action.  

Organize and carry out daily duties ensuring daily tactics are implemented to ensure balanced service levels and ensure cost metrics are met, through the real time adjustment schedules according to meet changing priorities and call flow trends. The Intraday Analyst will report directly to the Manager of Workforce.

Accountabilities:

• 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.
• Implement strategies to be executed when service level and intraday integrity are in jeopardy. Documenting sources of variance and summarize actions initiated in reaction to the event.
• 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.
• In real-time, proactively manage activities that impact service levels, coordinating with the Call Centre Managers to facilitate numerous activities within the Contact Centers.
• In real time facilitate the processing of all activities which impact the associates daily schedules including exception process and switch shifts.
• Provide reporting to assist in improving operational efficiency.
• Prepare daily National SL Communication.
• Act as back up for other Workforce and Support team members.
• Provide Workforce Management Introduction course to new hire classes.
• Work on special projects as they present themselves.
• Be a subject matter expert on the Genesys Workforce Management program.
• Although not a system administrator the Intra-Day Analyst must be a Subject Matter Expert with Genesys Workforce Management, Genesys Pulse, and Genesys BI providing technical support to management for all the support business units.
• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high performance environment and contributes to an inclusive work environment.
• Other duties as assigned.

Education / Experience / Other Information:

• University or College Degree or equivalent work experience
• Minimum 2 years of experience in a Call Centre environment
• Bilingual in English and French is 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
• The ability to work in teams
• 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 and negotiation skills
• Strong organizational skills are essential

Working Conditions:

The Intraday Analyst will be working in a traditional office environment and may be subject to special working conditions as needed by the business. Special working conditions may cover a range of circumstances from regular evening and weekend work, overtime, shift work, working outdoors and/or working with challenging clients.

Other details:

• Location: 3389 Steeles Avenue E, Toronto OR 1234 Main St, Moncton
• Hours of operation:Monday - Friday, 8 am - 10 pm EST, Weekends, 8 am - 8 pm EST
• Working hours: 37.5 hours per week

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

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.