Call Center jobs in Canada

Manager, Virtual Connect Analytics

Toronto, ON, CAN

Time type: Full time

Posted on: Posted 4 Days Ago

Job requisition id: R240031610

Application Deadline: 01/14/2025

Address: 33 Dundas Street West

Job Family Group: Data Analytics & Reporting

As a Virtual Connect Analytics Manager supporting call center and sales, you will play a pivotal role in optimizing operational efficiency, enhancing customer experience, and driving revenue growth through insightful data analysis. Leveraging your expertise in data analytics, you will collaborate with cross-functional teams to extract actionable insights from various datasets related to call center operations and sales performance. Your findings and recommendations will directly contribute to strategic decision-making processes aimed at improving overall business performance and customer satisfaction.

Key Responsibilities:

Data Collection and Preparation:

1. Gather, organize, and clean large datasets from call center logs, sales records, customer interactions, and other relevant sources.
2. Ensure data accuracy and integrity by identifying and rectifying any discrepancies or anomalies.

Data Analysis and Interpretation:

1. Utilize statistical methods and analytical techniques to uncover trends, patterns, and correlations within the data.
2. Perform in-depth analysis of call center metrics (e.g., call volume, wait times, resolution rates) and sales performance indicators (e.g., conversion rates, revenue trends).
3. Identify key drivers impacting call center efficiency, sales productivity, and customer satisfaction.

Reporting and Visualization:

1. Develop comprehensive reports, dashboards, and data visualizations to communicate findings effectively to stakeholders.
2. Present insights and recommendations in a clear, concise manner to facilitate data-driven decision-making processes.
3. Customize reports and dashboards according to the specific needs of different teams and departments.

Performance Monitoring and Optimization:

1. Monitor ongoing call center operations and sales activities to track performance against predefined KPIs and targets.
2. Proactively identify opportunities for process improvements, cost reductions, and revenue optimization based on data analysis.
3. Collaborate with stakeholders to implement and evaluate initiatives aimed at enhancing call center efficiency and sales effectiveness.

Predictive Modeling and Forecasting:

1. Develop predictive models and forecasting algorithms to anticipate call volumes, sales trends, and customer behavior.
2. Generate actionable insights to support resource allocation, staffing decisions, and inventory management.

Cross-Functional Collaboration:

1. Collaborate with cross-functional teams including call center managers, sales representatives, IT specialists, and marketing professionals.
2. Act as a subject matter expert on data analytics, providing guidance and support to stakeholders across the organization.

Qualifications:

1. Bachelor's degree in Mathematics, Statistics, Computer Science, Economics, or a related field. Advanced degree preferred.
2. Proven experience in data analysis, preferably in a call center or sales environment.
3. Proficiency in data manipulation and analysis using tools such as SQL, SAS, or similar.
4. Strong analytical skills with the ability to translate complex data into actionable insights.
5. Experience with data visualization tools such as Power BI.
6. Excellent communication and presentation skills, with the ability to convey technical concepts to non-technical audiences.
7. Detail-oriented mindset with a focus on accuracy and precision.
8. Ability to work independently as well as collaboratively in a fast-paced, dynamic environment.
9. Strong problem-solving skills and a proactive approach to identifying and addressing business challenges.
10. Familiarity with call center software, CRM systems, and sales analytics platforms is a plus.

Salary: $68,000.00 - $126,000.00

Pay Type: Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: BMO Benefits.

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people