Senior Contact Centre Ops & Process Improvement Lead

Canadian Tire Corporation; Welland; On-site; CAD 64,000 - 106,000; Full time

Job summary

Canadian Tire Corporation in Canada seeks a Senior Business Analyst to lead process improvement, change management, and operational excellence within the Contact Centre Operations team. You will collaborate with cross-functional partners to identify opportunities, solve complex problems, and implement sustainable improvements.

The role involves coordinating initiatives across Operations, Technology, Training, and Compliance, driving standardization, performance metrics, and effective adoption of

Qualifications

• Experience leading process improvement and operational transformation in a complex setting.
• Skilled in requirements gathering, process mapping, and documenting BRDs.
• Strong change management and implementation capabilities to drive adoption.

Responsibilities

• Lead elicitation, analysis, validation, and documentation of business requirements for contact centre initiatives.
• Develop BRDs, process maps, workflows, and implementation plans.
• Analyze current-state processes to improve efficiency, service quality, and risk management.
• Facilitate stakeholder workshops to define needs and practical solutions.
• Coordinate testing, training, and post-implementation reviews for new processes.
• Monitor performance data and drive continuous improvement in operations.

Skills

Process improvement

Stakeholder management

Change management

Job description

Canadian Tire Corporation in Canada seeks a Senior Business Analyst to lead process improvement, change management, and operational excellence within the Contact Centre Operations team. You will collaborate with cross-functional partners to identify opportunities, solve complex problems, and implement sustainable improvements.

The role involves coordinating initiatives across Operations, Technology, Training, and Compliance, driving standardization, performance metrics, and effective adoption of