Standard Life

Secure Online Access | Careers | Contact Us | Sitemap

Home About Us Individual Solutions Group Solutions

Home � careers �


Business Analyst, Project Control, Customer Contact Centre Support team

Req. #:  14192
Department: Customer Experience - Workforce Management
Location: Montreal, QC CA
Job Status: Permanent Full-time
Grade:  06
Category: Customer Service/Back Office

The incumbent will be in charge of various projects related to the many activities carried out by our Customer Contact Centre. He/she must have in-depth knowledge of call centres, including related applications. He/she will be responsible for implementing the most efficient and cost-effective strategies for providing the best possible customer experience. His/her analytical skills and solid knowledge of database systems will be required to provide decision-making support for the organization. The incumbent will use his/her global approach and strong knowledge of statistical concepts to help implement tools and analyses.

  • Represent the line of business (LOB) through project development. Ensure project objectives related to the Customer Contact Centre meet LOB needs. Obtain necessary information for defining projects, designing solutions and sharing project details with team members.
  • Identify and define customer needs with regard to procedures and tools.
  • Plan, organize and monitor the work performed, including follow-ups and status reports.
  • Ensure communications and maintain relationships with the different stakeholders and external partners in order to explain the reality of customer contact centres and ensure our objectives are met.
  • Ensure the integrity and validity of information; identify issues, lead work sessions and develop solutions with teams.
  • Carry out the more complex projects and activities in his/her area of expertise and solves problems escalated by team members while ensuring service standards are met.
  • Verify and analyze risk, scope, cost and timeline trends; submit preliminary action plans and recommendations for resolving issues.
  • Use leading-edge methods to help create scorecards based on performance indicators to measure activity effectiveness.
  • Design and produce performance analysis for all LOBs, conduct strategic analysis and develop and maintain statistical decision support models.
  • Help implement targeted tactical actions by recommending possible improvements for optimizing operations.
  • Play an advisory role with internal customers by analyzing, understanding and organizing their needs.


  • University degree with at least two (2) years of experience in a customer contact centre OR College diploma with at least eight (8) years of experience in a customer contact centre identifying best CCC practices.
  • High degree of verbal and written communication skills, rational persuasion and negotiating aptitude, and the ability to effectively and concisely present relevant information at all levels of the organization.
  • Expert knowledge and understanding of workforce planning programs and principles and very good knowledge of customer contact centres.
  • In-depth knowledge of Microsoft Office; advanced knowledge of Excel required.
  • Creativity and innovation in seeking solutions.
  • Autonomy and ability to work in a team.
  • PMP certification is an asset.
  • Must be fully bilingual, written and spoken.  

To submit your resume for this job, select how you heard about the job and then click the "Submit Your Resume" button below.

How did you hear about this job?


Email this job to a friend!
Your Name: 
Your friend's email address:

Confidentiality of personal information
The personal information gathered on this website is considered strictly confidential and will be used exclusively for recruitment purposes by the Human Resources department at The Standard Life Assurance Company of Canada. Under no circumstances will this information be used for other purposes or forwarded to a third party without the candidate’s authorization.

topHome | About Us | Individual Solutions | Group Solutions

Legal and privacy statement | ©1997-2012 Standard Life.

Powered by HRsmart