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Sr. Business Analyst

Rogers Communications Canada Inc.

This is a Part-time position in Fort Mcmurray, AB posted July 15, 2021.

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives.

Every day we wake up with one purpose in mind.

To bring loved ones together from across the globe.

To connect people to each other and the world around them.

To help an entrepreneur realize their dream.

A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

As we grow our team, the well-being of our team members remains our top priority.

To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

We are currently seeking a Business Analyst to support our Office of the President Team.

This is a reporting to the Senior Manager, Office of the President.

It is based at our York Mills site/WFH.

The successful candidate will provide analyst support to the Senior Manager and the team.

Key accountabilities include:
• Create and enhance reporting designed to measure escalation program support and assist in program and operational performance improvement.

• Analyze program results to identify behavioural opportunities and tailor skill building activities to close identified gaps.

• Actively participate in working level committees with various cross-functional groups to provide operational insight and recommend strategies to mitigate escalation and CCTS risk.

• Provide support for the Office of the President, maintain and enhance the Site Empowerment model and support CCTS complaint reduction efforts.

• Maintain and enhance our ability to track and report on escalation trends, leveraging and improving the escalation tracker form/reporting.

• Complete deep dive analysis of escalation trends and provide key insights to the management team to assist in escalation reduction efforts and to improve escalation handling capabilities Qualifications:
• 2 years of call centre operations experience; escalation-specific experience is considered an asset.

• Advanced knowledge of Microsoft Office Suite, including Excel, Visio and MS Power Point
• Analytical Skills: able to analyze and interpret data from a variety of sources in order to drive performance at both a team and individual employee level.

• Proven ability to think strategically as well as interpret information to develop, recommend and implement innovative, yet feasible programs
• Ability to manage multiple projects simultaneously while maintaining quality and meeting stakeholder expectations
• Highly motivated and very proactive individual, dedicated to follow-up/follow through without reliance on management for direction
• Demonstrated critical thinking skills to communicate in written and verbal skills with an ability to adapt to audience.

• Teamwork: ability to influence peers and able to build strong relationships outside of immediate reporting structure to work together to create the best possible outcome.

• Thorough understanding of Consumer Care systems, processes and procedures (for example, V21, SGI, Maestro, OneView, Nova, Certus, etc.) Schedule: Full time Shift: Variable Length of Contract: Not Applicable (Regular Position) Work Location: 857 York Mills Rd.

(055), North York, ON Travel Requirements: Up to 10% Posting Category/Function: Call Centre Operations & Customer Service / Sales Requisition ID: 239828 Together, we’ll make more possible, and these six shared values guide and define our work: Our people are at the heart of our success Our customers come first.

They inspire everything we do We do what’s right, each and every day We believe in the power of new ideas We work as one team, with one vision We give back to our communities and protect our environment What makes us different makes us stronger.

Rogers has a strong commitment to diversity and inclusion.

Everyone who applies for a job will be considered.

We recognize the business value in creating a workplace where each team member has the tools to reach their full potential.

At Rogers, we value the insights and innovation that diverse teams bring to work.

We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best.

Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work.

You matter to us For any questions, please visit the Rogers FAQ .

Posting Notes: Corporate Job Segment: Business Analyst, Outside Sales, Call Center, Finance, Sales, Technology, Customer Service Location: North York, ON, CA job-location.job-location-inline { display: inline; }