The opportunity

The Member Services Operations Analyst will be assisting workforce management in the Contact Centre with scheduling, administration, and communication. Key responsibilities include conducting daily standup meetings to allocate resources and react to changes in demand, supporting performance management by running reports and communicating results, providing user assistance for new feature rollouts, and assisting with operational technology upgrades. The role also requires identifying continuous improvement opportunities, testing upgrades to Genesys, and supporting senior team members with business processes. Strong communication skills, technical aptitude, and the ability to work independently are essential.

Who you'll work with

The Member Services Operations Analyst will be reporting to the Manager, Member Services Operations.

What you'll do

• Assist workforce management in the Contact Centre with scheduling, administration, and communication

• Conduct daily standup meetings with business partners to allocate resources within the Contact Centre and react to changes in demand when prioritizing work

  • update telephony system settings

  • adjust priorities and work assignments

• Support performance management by running reports, compiling results, and communicating with internal stakeholders

• Provide user assistance and guidance for new feature rollouts within the Contact Centre telephony environment

• Communicate effectively with internal stakeholders

• Assist with operational technology upgrades

• Identify continuous improvement items and research new Genesys capabilities

• Test upgrades and enhancements to Genesys

• Assist senior team members with the execution of business processes

• Use a variety of tools and technology

• Continuously improve the skills required to perform job duties

What you'll need

• Strong team player who is also able to work independently and self-manage

• Comfortable with the use of new tools and technology

• Open to working cross functionally and with individuals at all levels of the organization

• Proven analytical & problem-solving skills with the ability to distil insights, assess opportunities

• High attention to quality, controls, and procedure

• Effectively shift focus and priorities, at times with little notice

• High degree of confidentiality and discretion

• Excellent research, investigation, and written communication skills

• Strong knowledge of GenesysCloud, PowerBI, MS Office, JIRA, Confluence

• Relevant university degree and minimum of 2 years experience in a Contact Centre Operations role

• Interest in continuous improvement & growth mindset

#LI-RM1

#LI-Hybrid

What we’re offering

• Competitive compensation

• Numerous opportunities for professional growth and development

• A flexible/hybrid work environment combining in office collaboration and remote working

• Our Flexible Travel Program gives you the option to work abroad in another region/country for up to a month each year

• Employee discount programs including Edvantage and Perkopolis

At Ontario Teachers', diversity is one of our core strengths. We take pride in ensuring that the people we hire and the culture we create, reflect and embrace diversity of thought, background and experience. Through our Diversity, Equity and Inclusion strategy and our Employee Resource Groups (ERGs), we celebrate diversity and foster inclusion through events for colleagues to connect for professional development, networking & mentoring. We are building an inclusive and equitable workplace where our talent is respected, accepted and empowered to be themselves. To learn more about our commitment to Diversity, Equity and Inclusion, check out Life at Teachers'.

How to apply

Are you ready to pursue new challenges and take your career to the next level? Apply today! You may be invited to complete a pre-recorded digital interview as part of your application.

Accommodations are available upon request (peopleandculture@otpp.com) for candidates with a disability taking part in the recruitment process and once hired.

Candidates must be legally entitled to work in the country where this role is located.

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