Manager, Virtual Connect Analytics

Address:

This is a hybrid role with an expectation to be in the Toronto office a minimum of 2 days per week

Seeking an experienced People Manager to lead our Data Analytics & Insights team, focused on driving customer experience improvements within our call centres. This team includes data analysts and professionals who perform call studies and listen to customer interactions to gather actionable insights. The ideal candidate is a strong people leader with technical expertise in SQL and familiarity with data analytics tools like SAS and Power BI. In addition to managing the team, you will support ad-hoc, data-driven projects that enhance the customer experience. This role requires a strategic thinker who can plan, forecast, and guide initiatives that align with our organizational goals.

Key Responsibilities:

• Lead, mentor, and develop a high-performing analytics team.
• Manage day-to-day team operations, ensuring effective delivery of insights and data solutions.
• Collaborate cross-functionally to support data-driven projects aimed at improving call centre efficiency and customer satisfaction.
• Utilize SQL to extract, manipulate, and analyze data from various sources.
• Leverage SAS and Power BI to create meaningful reports and dashboards (nice to have).
• Partner with leadership to develop strategies and plans that drive business results.
• Communicate and work with stakeholders and business partners, to gather requirements, set expectations, and deliver meaningful results

Required Skills and Qualifications:

• Proven experience as a people manager with a focus on leading technical teams.
• Strong SQL skills for data extraction and analysis.
• Familiarity with SAS and Power BI (nice to have).
• Experience in managing and delivering data-driven projects that enhance customer experience.
• Strong communication and interpersonal skills, with the ability to influence stakeholders at all levels.
• Experience in planning, strategizing, and driving initiatives that align with organizational goals.

Preferred Qualifications:

• Background in call centre operations or customer experience.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Demonstrated experience in developing and executing strategic plans.
• Knowledge of speech analytics and/or Natural Language Processing techniques and models

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

We’re here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.