Contact Centre Analytics Manager
Manulife John Hancock
Analyze operational data and customer feedback as an Assistant Manager supporting Manulife’s Canada Contact Centre, Bank & Affinity. Build clear insights for leadership.This individual contributor role reports to the Director, Canada Contact Centre, Bank & Affinity. You will connect global analytics with operational reporting and contact centre realities. Your work supports decisions, escalations, and service improvements across Operations.Key Responsibilities:
Analyze data from multiple sources for performance trendsCreate weekly, monthly, quarterly, and ad-hoc reportingTranslate complex information into clear business storiesCoordinate sensitive escalations through resolutionIdentify root causes and recommend improvement actionsRequirements:
Strong analytical, problem-solving, and operational judgmentExperience developing reports, insights, and presentationsAbility to communicate with senior leadersAbility to manage competing priorities independentlyBachelor's degree in business administration or related field, or equivalent experienceApply analytical judgment, business storytelling, and escalation management to support informed decisions at Manulife’s Canada Contact Centre.
#J-18808-Ljbffr
Analyze data from multiple sources for performance trendsCreate weekly, monthly, quarterly, and ad-hoc reportingTranslate complex information into clear business storiesCoordinate sensitive escalations through resolutionIdentify root causes and recommend improvement actionsRequirements:
Strong analytical, problem-solving, and operational judgmentExperience developing reports, insights, and presentationsAbility to communicate with senior leadersAbility to manage competing priorities independentlyBachelor's degree in business administration or related field, or equivalent experienceApply analytical judgment, business storytelling, and escalation management to support informed decisions at Manulife’s Canada Contact Centre.
#J-18808-Ljbffr
Vacancy posted 1 hour ago
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