Senior Contact Centre Transformation & Change Lead

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

Job summary

Canadian Tire Bank is seeking a Senior Business Analyst to lead process improvement, change management, and operational excellence within our Contact Centre Operations team. You will collaborate with operations, partners, and technology stakeholders to identify opportunities, solve complex business problems, and implement sustainable improvements.

You will drive KPI tracking, standardization, risk mitigation, and support technology implementations to improve customer and frontline experiences

Qualifications

• Business analysis experience leading process improvement and operational transformation initiatives.
• Stakeholder management across multiple business functions.
• Strong change management and implementation experience.

Responsibilities

• Lead elicitation, analysis, validation, and documentation of business requirements for contact centre improvement initiatives.
• Develop BRDs, process maps, workflows, and implementation plans.
• Analyze current-state processes to improve efficiency, service quality, and risk management.
• Facilitate workshops with leaders to define needs and drive practical solutions.

Skills

Business analysis

Process improvement

Change management

Job description

Canadian Tire Bank is seeking a Senior Business Analyst to lead process improvement, change management, and operational excellence within our Contact Centre Operations team. You will collaborate with operations, partners, and technology stakeholders to identify opportunities, solve complex business problems, and implement sustainable improvements.

You will drive KPI tracking, standardization, risk mitigation, and support technology implementations to improve customer and frontline experiences