Senior Analyst, Call Center Strategy

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Date: Feb 8, 2019

Location: Toronto, ON, CA, M4W 1G9

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuels us, and moments define us.


Senior Analyst, Call Center Strategy provides expertise on workforce capacity planning and provides analysis and recommendations for the strategic direction for call center workforce.  Working closely with Care Nation, this role is responsible for providing actionable insights to inform strategies that can improve efficiencies and customer experience. The individual must maintain an intimate knowledge of all drivers of call centre capacity planning along with the strategic direction of Care Nation.


           What you will be doing:


  • Leverage skills to influence key stakeholders on strategic direction for the workforce
  • Provide recommendations that will deliver on customer service objectives whilst managing OPEX budget, and that are aligned to Care Nation strategic objectives
  • Provide direction to demand and capacity planning teams on strategic projects
  • Develop strategic presentations for key partners and senior executives



  • Analyze complex information, uncover trends, provide data driven insights and conduct strategic initiatives to inform business actions and drive performance
  • Provide analysis on workforce KPI’s to inform workforce call center strategies and call routing strategies
  • Identify and deliver recommendations against opportunities and risks


    OPEX Management

  • Work closely with Demand Planning and Finance to ensure strategic initiatives are built in to latest forecasts / outlooks
  • Input to business cases on the OPEX implications of strategic initiatives


    Efficiency & Growth

  • Conduct analysis of call routing strategies to inform continuous improvement on capacity planning
  • Identify process improvement measures to maximize efficiencies and productivity across workforce metrics
  • Identify and monitor all key drivers for workforce productivity and capacity planning
  • Collaborate with Care teams to share and implement best practices across all sites


    What do you bring:

  • 3+ years of progressive workforce and management experience
  • Excellent analytical and problem solving skills with ability to define critical issues
  • Confident, transparent and concise communicator
  • Comfortable with detail and ability to summarize information into key insights, establishing linkages to business strategy and objectives while generating ideas to improve business performance
  • Self-starter with ability to solve ambiguous / open ended business challenges
  • Effective project management skills and ability to progress multiple projects simultaneously
  • Ability to manage internal clients at all levels of the organisation
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (012), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Workforce / Scheduling
Requisition ID: 146917
Together, we'll make more possible, and these six shared values guide and define our work:
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You can also reach out to our team at to begin a conversation about your individual accessibility needs throughout the hiring process.

Posting Notes:  [[req_strategyPage]] 


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