Senior Consultant, Business Effectiveness
CIBC US
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • Canada
Visit company websiteExplore more
Job Level
About the role
- Assess current contact centre processes, performance metrics, and customer interactions to identify areas for improvement
- Collaborate with stakeholders to collect and document business requirements for new initiatives, system enhancements, or process changes
- Work with cross-functional teams to design and implement solutions that optimize contact centre operations and improve customer experience
- Assist in the planning, execution, and monitoring of projects related to contact centre initiatives, ensuring alignment with business objectives
- Prepare and deliver presentations, reports, and updates to management and other stakeholders
- Support the adoption of new processes, technologies, and best practices within the contact centre environment
- Monitor industry trends and contact centre best practices to proactively identify opportunities for innovation
- Analyze quantitative and qualitative data from multiple sources to generate insights and recommendations
Requirements
- Minimum 3+ years of experience in business analysis or consulting
- Strong understanding of contact centre technologies, KPIs, and customer service best practices
- Experience with process mapping, requirements documentation, and change management
- Familiarity with Agile methodology
Benefits
- Competitive salary
- Incentive pay
- Banking benefits
- Benefits program*
- Defined benefit pension plan*
- Employee share purchase plan
- Vacation offering
- Wellbeing support
- MomentMakers, our social, points-based recognition program
- Paid day off dedicated for growth and development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
business analysisprocess mappingrequirements documentationchange managementAgile methodologyperformance metricsdata analysiscustomer service best practicescontact centre technologiesproject management
Soft Skills
collaborationcommunicationpresentation skillsstakeholder engagementproblem-solvinginnovationadaptabilitycritical thinkingorganizational skillsteamwork