Senior Analyst, Reporting Planning & Forecasting Job at PC Financial
Referred applicants should not apply directly to this role.
All referred applicants must first be submitted through Workday by a current Loblaw Colleague.
Location:
500 Lakeshore Blvd. West, Toronto, Ontario, M5V 2V9
When you hire great people, great things can happen.
PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.
Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.
Why This Role is Important:
In the Customer Support Centre of Excellence (CoE), we strive to provide PC Financial, PC Optimum, Loblaw Digital, Loblaw Retail, and SDM Retail customers an effortless experience in the moments that matter. We use technology, automation, and delivery optimization to improve customer and colleague experiences. We collaborate with technology and products teams to build harmony and deliver value. We are forward-thinking, agile, and cooperative, solving complex problems at pace. We run as one team, value diversity and dig deep to always know more.
Reporting to the Manager, Customer Care Reporting, Forecast, & Analytics, this role will be maximising different data sources to support operations and financials of the Optimum & Retail contact centres. It will also include collaborating closely with both internal and external stakeholders. We are looking for a candidate that is a self-starter, with high attention to detail, excellent computer skills, and a curious personality.
What You'll Do:
CoE Operational Performance
- Maintain and develop necessary operational and performance reports for the lines of business
- Identify trends and averages on volumes daily, weekly, monthly and seasonal basis
- Develop and maintain historical data (e.g. absenteeism, attrition, management investment, call volume, productivity, service level performance, and staffing adherence etc.)
- Filling adhoc reporting needs for business & present results in a concise, decisive format for various stakeholders
- Ability to integrate various data streams into a coherent, accurate view of program activities
- Review /Assess incoming requests for analysis and data extracts from JIRA board – provide outputs accurately and support with recommendations.
- Work where needed with the Salesforce automation teams/data teams to automate reports or build the requests for data extractions.
Financial Performance & Insights
- Supervise monthly / period financial performance and provide insights to improve
- Assist with development of the performance decks (Including PBRs) with accuracy and provide commentary to support variances to plan and LE
- Support annual planning and periodic LE submissions with data extractions and models
- Review Salesforce case management to help control costs
- Monthly accruals for Retail and PCO
Forecasting and Planning – Contact Volumes and Resources
- Track and analyze historical volumes and patterns, and agent performance metrics (schedule compliance, absenteeism, average handle time)
- Work with cross-functional teams within the business to improve customer service processes
Onboard, Offboarding, & Access Controls
- Process & set up new hire colleagues in all systems required within the COE across all lines of business
- Ensure offboarding of colleagues in real time to ensure security of all systems
- Troubleshoot any access control issues that arise and work with various stakeholders to get corrected
- Maintain staffing lists amongst the COE and any vendors.
What You Bring:
- University Degree in an analytical field such as Economics or Business, or equivalent experience.
- Intermediate/advanced Excel Skills (Advanced formulas such as Sumifs/Countifs), as well as an interest in data manipulation
- Strong attention to detail
- Salesforce usage and Salesforce reporting skills are as asset
- Call centre experience is an asset
- VBA, or SQL skils an asset
- Excellent communication, presentation, and social skills
- Quantitatively driven
Come and join a winning team who demonstrates innovation, energy, creativity and vision. We recognize the importance of a diverse workforce and we therefor encourage applications from Aboriginal Peoples, women, members of a visible minority and persons with a disability. We thank all applicants for their interest, however, only those selected for an interview will be contacted.
Number of Openings:
1
PC Financial recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our
organization. Accommodation
is available upon request for applicants and colleagues with disabilities.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.
Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.
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