Business Analyst, Contact Centre Operations and Process Improvement

Who we are

Join Scene+ and be part of Canada's most robust lifestyle loyalty program with over 15 million members and growing! We are a trusted brand, driven by the belief that there's always something to look forward to with rewards for every kind of life. Our goal is to become Canada's favourite loyalty program by nurturing our Members with rewards their way.

We're the exciting joint venture of Cineplex, Empire, and Scotiabank, blending the energy, optimism, and atmosphere of a startup with the support of three iconic Canadian companies. With over 100 team members and plans to grow more, we're an emerging, responsive company. We offer collaboration, accountability, challenges, and rewards to everyone who joins us.

Our motto is "Love what's next," and we believe it applies to your career too. Join us to help evolve the program, collaborate with amazing teams, and love what lies ahead.

Who we need

Reporting to the Director, Member Services, we are looking for a Business Analyst, Contact Centre Operations and Process Improvement to spearhead the analysis of contact centre data and identify trends, performance gaps, and opportunities for improvement. In this high-visibility role, you will provide and present insights and actionable recommendations to improve key metrics. You will take ownership of documenting call centre processes, creating process maps and SOPs, and collaborating with cross-functional teams to implement process improvements that enhance operational efficiency and customer experience.

This is a hybrid role, working 5 days over a 2-week period in the office.

What’s in it for you

Impact. We are a data-driven organization that collects and leverages enormous amounts of membership data. You will play an impactful role, drawing on technology and data analysis methodologies to generate insights that support strategy development. Your work will directly contribute to customer experience, satisfaction, and, ultimately, our growth by optimizing performance targets, including average handle time, first call resolution, and customer service levels.

Autonomy and influence. You want to grow your exposure, collaborating with stakeholders to gather and understand requirements for new systems and process enhancements, ensuring alignment with business goals. You will use data-driven insights to optimize service levels, streamline workflows, and elevate Contact Centre performance. Your expertise will be valued, and your ideas will directly impact shaping best practices and enhancing service delivery.

Career Development. We have a proven history of supporting the growth of our people. Whether you want to advance in this team or move to another area or one of our parent companies, there is always something to look forward to.

As our new Business Analyst, Contact Centre Operations and Process Improvement, you will:

• Analyze and leverage data. You will track key performance indicators (KPIs) such as average handle time, first call resolution, customer satisfaction, and service levels. You will analyze contact centre data to identify trends, performance gaps and opportunities for improvement. You will develop strategies to meet or exceed established performance targets and improve key metrics over time.
• Define and present solutions. You will identify performance trends and recommend actions for improvement. You will conduct root cause analysis to uncover inefficiencies and propose actionable solutions. You will develop and maintain dashboards and detailed reports to communicate insights and performance metrics to stakeholders, ensuring data-driven decision-making.
• Improve processes. You will evaluate and document current call centre processes, workflows, and systems. You will create detailed process maps, requirement documents, and standard operating procedures (SOPs). You will recommend and implement process improvements to enhance operational efficiency, reduce costs, and improve customer experience.
• Collaborate with stakeholders. You will work with key stakeholders, such as call center management, IT, and other departments, to gather and document business requirements for new systems or process improvements. You will facilitate meetings and workshops to identify pain points, ensure alignment on project goals, and develop clear documentation of functional requirements, technical specifications, and user stories. You will collaborate on the design and implementation of streamlined workflows and enhanced operational practices for efficiency, cost reduction and improved member experience.

You bring:

• The data analysis experience. You have worked as a Business Analyst or in a similar role with a focus on gathering requirements and translating them into clear documentation, including functional requirements and user stories. You have worked with cross-functional teams to implement process improvements and establish or optimize key performance indicators (KPIs). You have in-depth knowledge of data analysis techniques and tools for monitoring performance and uncovering operational inefficiencies, with an ability to analyze complex data, identify key insights, and recommend actionable solutions. Ideally, you have an understanding of call center operations and related KPIs and customer service metrics (e.g., AHT, FCR, CSAT).
• The process improvement experience. You are familiar with process mapping, standard operating procedures (SOPs), and workflow documentation. You have experience identifying inefficiencies in processes, contributing to developing process improvements, and ensuring compliance with policies and procedures. You have the analytical rigour and professional confidence to uncover opportunities and gaps, assess impact, identify trends, and present findings and recommendations in a clear, persuasive manner to management and stakeholders.
• The interpersonal skills. You have excellent communication skills and can translate technical concepts to non-technical audiences. You can foster positive collaborative relationships and influence without authority. You can work independently and as part of a team to drive process improvements and optimize call center performance. You have a proven ability to manage multiple tasks and priorities under pressure. You thrive in a small, agile organization while also being comfortable working within the framework of a larger enterprise structure.
• The technical skills. You have advanced proficiency in data analysis and reporting tools such as Excel, Power BI, or Tableau to develop and maintain reports, build dashboards, and perform root cause analysis to support business decisions. You may be familiar with SQL and Snowflake. You have experience extracting data to tell a story in engaging PowerPoint presentations for high-level decision-makers.

Join us.

At Scene+, we cultivate an innovative and collaborative environment. Guided by our values, we aim to exceed the expectations of our partners and members.

Member Focus: We prioritize the needs and experiences of our members in everything we do.

Teamwork: We believe in the power of collaboration and working together to achieve our goals.

Continuous Improvement: We strive for excellence by constantly seeking ways to improve and innovate.

Integrity: We uphold the highest standards of honesty and transparency in our actions.

Results Driven: We are committed to achieving outstanding outcomes and delivering value.

Passion: We are passionate about our work and dedicated to making a positive impact.

We offer:

Perks: Enjoy a competitive salary and benefits package, performance-based bonuses, and extra rewards from our owners, including discounted rates on mortgages, banking, movies, and more.

Warmth: We foster a genuine culture where relationships, knowledge sharing, and creativity thrive.

Growth: Working for Scene+ offers exposure to a range of industries represented by our owners and partners. You'll have the chance to work on diverse initiatives, collaborate with cross-company teams, and expand your career path options both internally and with our owners.

What you can expect from our interview process:

• A virtual interview with a Talent Advisor discussing your interest in the role and the company and how you will make an impact as our new BA, Operations and Process Improvement.
• An interview with the Hiring Manager to discuss how your experience aligns with the role and the needs of the team.
• A final interview with the VP Vice-President, Digital Product and Channels, to learn more about the role, the contact centre transformation, and the trajectory of the organization.

Apply now.

If you have 70% of what we're looking for and 100% authenticity and passion, express your interest here. Please contact us by email at careers@scene.ca and let us know what accommodations or assistance we can provide you during the application process.

At Scene+, we're committed to diversity, equity, and inclusion. We strive to integrate these values into everything we do, from our partners and offers to our teams and interactions. We welcome and appreciate candidates from diverse backgrounds, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), the LGBTQ2SIA+ community, and other equity-seeking groups.

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