Senior Contact Center Transformation Analyst

canadiantirecorporation; Welland; On-site; CAD 64,000 - 106,000; Full time

Job summary

Canadian Tire Corporation seeks a Senior Business Analyst to lead process improvement, change management, and operational excellence within Contact Centre Operations. You will work with cross-functional teams to identify opportunities, solve complex problems, and ensure sustainable improvements with successful adoption of changes.

You will drive initiatives related to contact centre operations, customer experience, audit findings, risk mitigation, process standardization, and technology

Qualifications

• Experience leading process improvement and operational transformation in complex environments.
• Proficient in process mapping, requirements gathering, and stakeholder facilitation.
• Strong change management experience and ability to drive adoption of new processes.

Responsibilities

• Lead elicitation, analysis, validation, and documentation of business needs for contact centre improvements and audit remediation.
• Develop BRDs, process maps, workflows, operating procedures, business cases, and implementation plans.
• Analyze current-state processes and identify opportunities to boost efficiency, service quality, and risk controls.
• Facilitate workshops with stakeholders to define needs, root causes, and practical solutions.
• Collaborate with leaders to assess impact, risks, and prioritization of improvements.
• Support planning, UAT, readiness activities, training coordination, deployment, and post-implementation reviews.
• Lead change management to ensure adoption of new processes, tools, and operating models.
• Monitor performance data, identify trends, and propose continuous improvement actions.
• Coordinate action plans from audits, reviews, and customer feedback.

Skills

Business analysis

Process mapping

Stakeholder management

Change management

Job description

Canadian Tire Corporation seeks a Senior Business Analyst to lead process improvement, change management, and operational excellence within Contact Centre Operations. You will work with cross-functional teams to identify opportunities, solve complex problems, and ensure sustainable improvements with successful adoption of changes.

You will drive initiatives related to contact centre operations, customer experience, audit findings, risk mitigation, process standardization, and technology