Call Center Analyst

Our client, a large human resources company, is currently looking to hire for a Bilingual Call Center Analyst/Team Lead to join their team in Dartmouth, NS. In this role, the team lead will be servicing a team of 10 people in the contact center.

Job Description

• Collaborate/consult with management, internal/external clients and other relevant parties as required to review/update policies, Service Level Agreements and departmental procedures/systems and advocate adherence to them.
• Field and manage escalated and exception processing situations generated in the Financial Services Call Centre.
• Support in the preparation, coordination, documentation and delivery of required technical/functional/quality training for business unit associates and/or management as required.
• Continually monitor and remain current on organizational/department initiatives/issues as they pertain to the business unit by attending and participating in Projects, committees, meetings and presentations.
• Provide coaching and mentoring for Financial Services Representatives on processes related to call quality.
• Create and manage the schedule for the Financial Services Representatives and adjust where necessary to optimize coverage and results. Monitor the Financial Services queues to ensure real time adherence and conformance.
• Manage and report on offline tasks that are completed by Financial Services Representatives.
• Lead/co-ordinate preparation/analysis/present departmental statistics on a weekly/monthly/yearly (annual/fiscal) and adhoc basis. Monitor trends, review/redefine established benchmarks, target inefficiencies and propose and implement improvement plans (short and long term).
• Lead/assist in ongoing evaluation of existing and new financial systems/products/procedures. Provide viable solutions regarding challenges/changes to operational systems/products/procedures through research and review. Solutions should be automated as much as possible. Solutions are then presented to all appropriate levels of management.
• Lead/support testing and implementing of International Money Movement initiatives as they pertain to new/existing department products.

Qualifications

1) 3-4 years of experience in a Call Center Environment (1-2 promotions ideally in the past)

2) Experience being a team lead/supervisor

3) Bilingual in French and English

The Financial Services Call Centre is responsible for all Client facing aspects related to the servicing of our Canadian Money Movement product. Administering approximately 100,000 calls annually (both inbound and outbound). The inbound calls pertain to banking and company level tax inquiries. The outbound calls pertain to rejected/returned direct deposit notifications and client follow up regarding outstanding service requests. They also manage any Admin Fee Credit requests and provide support for Employment Verification Services regarding onboarding and live client service.

This role contains both specific daily/monthly requirements and some project work. A successful candidate must be knowledgeable on a variety of topics, good at building relationships and able to work both as a team player and independently with minimal supervision. The Financial Services Analyst is responsible for all daily operations, support and development of the Financial Services Call Centre in coordination with Management. The Call Centre Analyst will also be responsible for training and mentoring the Financial Services Representatives, handling internal/external client escalations and workforce management which includes scheduling/queue monitoring/offline task management.

Work Environment: 3 days in office – hybrid in Dartmouth, NS

Duration: 12 month contract to start with opportunity of extension OR conversion to permanent.

Pay Rate Min

$26.44/hr

Pay Rate Max

$33.65/hr

À propos de TEKsystems:

Nous sommes partenaires dans la transformation. Nous aidons les clients à activer des idées et des solutions afin de profiter d’un nouveau monde d’opportunités. Nous sommes une équipe solide de 80 000 personnes, nous travaillons avec plus de 6 000 clients, dont 80 % faisant partie du Fortune 500, partout en Amérique du Nord, en Europe et en Asie. En tant que chefs de file de l’industrie des services technologiques complets, des services aux talents et des applications du monde réel, nous travaillons avec des leaders progressistes pour favoriser le changement. C’est le pouvoir d’un vrai partenariat. TEKsystems est une société du groupe Allegis.

About TEKsystems:

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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