Professional Consulting - Toronto

3-5 years in a Call center environment
Process oriented and extremely analytical
•Ability to translate data and information into a meaningful story
•Highly developed and proven consulting, change management, project management and strategic thinking capability •Proven ability to implement strategic vision
•Sound business and technical acumen
•Highly developed impact and influence capabilities
•Able to make and clearly articulate linkages between stakeholder needs and value achieved through proactive data mining and analytics.  Ability to quickly translate user requirements into succinct management information, graphics etc.
RESPONSIBILITIES INCLUDE (but are not limited to):
Relationship Management & Consulting
•Communicate and manage issues surrounding the development and validity of models •Coordinate with various groups for key inputs into models; Prepare detailed documentation to outline data sources, models and algorithms •Establish strong two-way conversation with CCC Stakeholders and internal support teams to hypothesize the root causes of identified issues, recommend solutions through analytics, and measure success and adjust as required.  Work with Call Centre stakeholders to ensure optimal effectiveness and efficiency •Present and speak with impact and influence to motive the audience to adapt to strategies that would have a positive outcome to Call Centre operations •Responsible for managing multiple projects simultaneously and resolving conflicting priorities and objectives
•Extract, manipulate and analyze data from a variety of sources to formulate insightful conclusions, provide strategic recommendations, and inform management actions, both as part of “business as usual” operations and in support of new initiatives •Provide relevant, credible and actionable analytics to inform business diagnosis •Understand call centre data and how it is reflected in bank systems/ processes and people behaviour •Develop predictive models •Present and communicate data analysis in a clear and compelling way to business audiences, at all levels with the relevant insights •Design and implement scenario models relevant to business groups •Provide relevant trends and demographics for scenario modelling
Change & Innovation
•Collaborate with internal stakeholders to develop tools and services such as modeling, dashboards, decision aids and business case analysis to drive innovation, strategic initiatives and recommend solutions •Devise ways to streamline processes and break down barriers that spark new and effective processes and ideas
5 years in a Financial institution
Expert knowledge of data mining
Expert knowledge of SAS, SQL or equivalent as well as analytical research and experience working with large datasets •Experience using and implementing visualization tools like Spotfire •Well-developed data visualization
Analytical skills
•Well-developed prioritization, time management and multi-tasking skills •Excellent research, analysis and communications (written and verbal) skills •Solid stakeholder management and influencing skills
•A degree in Business or a similar discipline is required; prefer MBA

Position Type
Application Deadline December 14, 2017
Experience Required 5+ years
Job Duration 6 months
Education Required N/A