Real Time Analyst

Scotiabank; Toronto; On-site; CAD 60,000 - 90,000; Full time

Job summary

Scotiabank in Canada is seeking a Real Time Analyst to support operational efficiency across the Canadian Banking Client Experience Centre. You will monitor contact volume, forecasts and outages, coordinating short-term scheduling across sites.

You will produce high‑impact reporting, collaborate with cross-functional teams, and help optimize resource utilization while ensuring service levels and customer experience remain strong.

Qualifications

• Post secondary education is essential for this role.
• Strong understanding of Contact Centre Operations and related technology.
• Knowledge of Genesys and workforce management systems.
• Excellent communication and analytical problem-solving skills.

Responsibilities

• Monitor contact volume, absenteeism, and operational factors; adjust short-term staffing.
• Investigate forecast deviations and communicate actions to management.
• Use contingency plans to influence service levels and coordinate capacity across sites.
• Develop and refine reports to support decision-making for leadership.
• Support ongoing reporting activities by product, site, and campaigns.

Skills

Workforce Management

Analytical thinking

Communication

Decision making

Multitasking

Stakeholder management

Education

Post secondary education

Tools

Genesys

Workforce management systems

Job description

Please be advised that our Careers site will be unavailable from November 28 at 12am ET to November 29 12am ET for scheduled system maintenance.

Title: Real Time Analyst

Requisition ID: 271675
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

As a Real Time Analyst, you will play a key role in driving operational efficiency and performance across the Canadian Banking Client Experience Centre (CEC). You will monitor and support up to 2,800 Advisors in real time, make informed decisions using established contingency processes, and coordinate short‑term scheduling across multiple sites. You will also produce high‑impact reporting and analysis to support strategic priorities, identify and elevate service‑impacting outages, and collaborate with cross‑functional teams to resolve issues.

Is this role right for you? In this role, you will:

• Monitor and react to contact volume, absenteeism, operational factors and unforeseen circumstances.
• Investigate deviations from forecasts and service level deficits; communicate necessary actions to Line Management
• Utilize contingency plans (Lever Management) to influence service levels, improve resource utilization and reduce costs (coordinate approximately 20 – 100 FTE of additional capacity depending on time of day and situation).
• Utilize telecommunication systems and workforce management reporting; develop customized tools to improve operational efficiency.
• The majority of decisions will be made based on pre-defined criteria; however, some instances will require independent decision making with limited information and support.
• Daily activities will include monitoring and revising reports, systems, forecasts and schedules.
• Proactively strive to provide recommendations and strategies to reduce and mitigate customer abandonment rates.
• Promote operational effectiveness and positive customer experience through effective negotiation / communications with management.

2. Assume responsibility for the efficient resolution of outages that impact both customers and CEC staff.

• Identify deviations from forecast and root cause.
• Communicate to all relevant parties / intermediaries and keep Senior Management informed of progress and impact.
• Quantify impact in a meaningful way to aid in communication to partners.
• Trend opportunity cost, operational cost and foregone revenue associated with technical outages; communicate to Senior Management and IT&S on a monthly basis.

3. Analyze and report on historical data.

• Compare performance with forecasts and explain deficiencies.
• Post measure the impact of marketing campaigns, business cases, and product and process changes (productivity, cost, unintended consequences, etc).
• Analyze report and recommend solutions to both Line and Senior Management on a regular basis.
• Produce variance reports to inform Senior Management of key performance indicators.
• Provide recommendations on how to maximize the use of staffing to achieve National Sales and Service objectives, as requested.
• Drive change and continuous improvement within the CEC resulting in capacity savings and cost reductions.

4. Participate in the development of feasibility studies that contribute to Contact Centre strategies and development plans.

• The incumbent will be required to provide recommendations on how to move projects forward to implementation.
• This often involves working in collaboration with various other stakeholders within the CEC and other business lines.

5. Support recurring and ad hoc reporting activities as needed.

• This includes reporting by product, site, agent campaign, etc.
• Identify opportunities, streamline and combine existing reporting.
• Automate reporting when possible to reduce increase efficiency.
• Support new initiatives by providing reports and post-measurement to various stakeholders and business lines.

Do you have the skills that will enable you to success in this role? - We'd love to work with if you have:

• Post secondary education and/or Workforce Management experience is essential
• Understanding of Contact Centre Operations, support and technology
• Knowledge of Contact Centre Strategies and Genesys
• Knowledge of spreadsheets and Workforce Management systems / processes
• Strong communication skills to deal with various departments
• Strong analytical ability and problem solving skills
• Ability to make quick decisions on limited information, with limited support
• Ability to multi task, manage various environments simultaneously and prioritize multiple urgent issues on an ongoing basis
• Strong understanding of HR / payroll policies and labor laws pertaining Canada
• Strong influencing, negotiation and persuasion skills when communicating decisions to Management.

Location(s): Canada : Ontario : Scarborough || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know.

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