Contact Centre Operations Specialist - Jobs in Toronto - Hybrid, Ontario, M5H 2N2

Job Description

Who we areJoin Scene+ and be part of Canada #39;s most robust lifestyle loyalty program with over 15 million members and growing! We are a trusted brand, driven by the belief that there #39;s always something to look forward to with rewards for every kind of life. Our goal is to become Canada #39;s favourite loyalty program by nurturing our Members with rewards their way. We #39;re the exciting joint venture of Cineplex, Empire, and Scotiabank, blending the energy, optimism, and atmosphere of a startup with the support of three iconic Canadian companies. With over 100 team members and plans to grow more, we #39;re an emerging, responsive company. We offer collaboration, accountability, challenges, and rewards to everyone who joins us.Our motto isquot;Love what #39;s next, quot; and we believe it applies to your career too. Join us to help evolve the program, collaborate with amazing teams, and love what lies ahead.Who we needReporting to the Senior Manager, Member Services, we are looking for an Operations Specialist to manage the daily operations of front-line and back-of-house queues within our Contact Centre. You will troubleshoot operational issues, optimize workflows, and collaborate with internal teams and external vendors to ensure efficient service delivery and strict adherence to Service Level Agreements (SLAs). You will take a proactive, solutions-oriented approach to managing executive escalations, conducting Post-Incident Reviews (PIRs) and implementing best practices.This is a hybrid role, working 5 days over a 2-week period in the office.What’s in it for youImpact. You will play a critical role in enhancing both internal and external customer experiences, improving Contact Centre performance, and driving operational success. Your ability to manage key performance indicators (KPIs)—including customer satisfaction (CSAT), average handle time (AHT), and staffing quality—will ensure exceptional member service experiences and contribute to a culture of continuous improvement.Autonomy and influence. You will have the freedom to innovate, identify gaps in processes, and recommend and implement improvements that enhance efficiency and effectiveness. You will collaborate cross-functionally with internal teams and third-party vendors, using data-driven insights to optimize service levels, streamline workflows, and elevate Contact Centre performance. Your expertise will be valued, and your ideas will directly impact shaping best practices and enhancing service delivery.Career Development. We have a proven history of supporting the growth of our people. Whether you want to advance in this team or move to another area of Operations at Scene+ or one of our parent companies, there is always something to look forward to. As our new Operations Specialist, you will:

• Optimize call center operations. You will identify and resolve service delivery problems to facilitate smooth operations between our third-party contact center and Scene+. You will continuously evaluate and improve call centre processes, ensuring efficiency and a seamless member experience.
• Build and analyze reports. You will track and analyze key performance metrics, including CSAT, AHT, quality scores, and staffing efficiency. You will leverage Excel and Power BI to create insightful reports that drive data-informed decisions.
• Support vendor management. You will monitor daily service operations for Tier 1 and Tier 2 queues and serve as the primary point of contact for a third-party contact centre supervisor, providing insights and support to optimize their daily workflows. You will monitor responses or resolutions supplied by outsourced cell centres to ensure they meet Scene+ standards.
• Implement continuous improvements. You will troubleshoot and resolve operational issues that impact service levels and productivity, collaborating with existing department contacts across various teams to ensure tasks are completed within Service Level Agreements (SLAs). You will identify gaps and assist in developing and implementing process improvements. You will also assist in training and supporting compliance with operational processes, tools, policies, and procedures.
• Manage executive escalations. You will apply a hyper-care model and resolve executive escalations and inquiries within SLAs. You will conduct Post-Incident Reviews to investigate root causes, identify areas for improvement, and create action plans to prevent future incidents or improve response processes. After major incidents, you will share PIRs with leadership to maintain transparency, alignment, and continuous improvement.

You bring:

• The support experience. You have experience working in a call centre environment, focusing on day-to-day operations, monitoring service levels, managing escalations, optimizing workflows, and ensuring customer satisfaction. You can prioritize and manage executive-level escalations and know how to apply a hyper-care model to ensure inquiries are resolved within SLAs. You are familiar with incident management processes and documentation, including conducting root cause analysis, creating action plans to address underlying issues, and developing and presenting Post-Incident Reviews (PIRs).
• The process improvement experience. You have a proven ability to take ownership of operational issues and escalations. You have experience identifying inefficiencies in processes, contributing to the development of process improvements, and ensuring compliance with policies and procedures. You have the analytical rigour and data-driven approach to uncovering opportunities, assessing impact, and assigning prioritization.
• The adaptability. You have a proven ability to manage multiple tasks and priorities simultaneously, under pressure, ensuring timely resolution of issues and smooth operations. You can pivot your focus to adapt to changing priorities, operational shifts, and new processes or tools. You thrive in a small, agile organization while also being comfortable working within the framework of a larger enterprise structure.
• The technical skills. You are proficient with Zendesk or similar ticketing software and have supported users on Amazon-hosted platforms. You can interpret Excel reports, analyze trends, and provide actionable insights to improve customer service operations. You may have exposure to working with a business intelligence tool such as Power BI.
• Interpersonal skills. You have professional communication skills and can translate technical concepts to non-technical audiences. You can confidently engage with internal and external stakeholders at any level, present data, and make recommendations. You can foster positive collaborative relationships, manage conflict, and navigate difficult situations.

Join us.At Scene+, we cultivate an innovative and collaborative environment. Guided by our values, we aim to exceed the expectations of our partners and members.Member Focus: We prioritize the needs and experiences of our members in everything we do.Teamwork: We believe in the power of collaboration and working together to achieve our goals.Continuous Improvement: We strive for excellence by constantly seeking ways to improve and innovate.Integrity: We uphold the highest standards of honesty and transparency in our actions.Results Driven: We are committed to achieving outstanding outcomes and delivering value.Passion: We are passionate about our work and dedicated to making a positive impact.We offer:Perks: Enjoy a competitive salary and benefits package, performance-based bonuses, and extra rewards from our owners, including discounted rates on mortgages, banking, movies, and more.Warmth: We foster a genuine culture where relationships, knowledge sharing, and creativity thrive.Growth: Working for Scene+ offers exposure to a range of industries represented by our owners and partners. You #39;ll have the chance to work on diverse initiatives, collaborate with cross-company teams, and expand your career path options both internally and with our owners.What you can expect from our interview process:

• A virtual interview with a Talent Advisor discussing your interest in the role and the company and how you will make an impact as our new Operations Specialist.
• An interview with the Hiring Manager to discuss how your experience aligns with the role and the needs of the team.
• A final interview with Director, Member Services to further discuss the role and company culture and answer any final questions you may have.

Apply now.If you have 70% of what we #39;re looking for and 100% authenticity and passion, express your interest here. Please contact us by email at careers@scene.ca and let us know what accommodations or assistance we can provide you during the application process.At Scene+, we #39;re committed to diversity, equity, and inclusion. We strive to integrate these values into everything we do, from our partners and offers to our teams and interactions. We welcome and appreciate candidates from diverse backgrounds, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), the LGBTQ2SIA+ community, and other equity-seeking groups.#LI-Hybrid#LI-DNIPowered by JazzHR