Member Contact Operations Analyst

About Vancity

Vancity is a member-owned credit union built on the principles of inclusion and social justice. A relentless commitment to their values has helped them challenge the status quo and break down barriers since day one in 1946. They have bold commitments to make Vancity net-zero by 2040 across all mortgages and loans and are pursuing strategies on Indigenous banking and to improve the financial resilience of their members.

Vancity is the largest private sector Living Wage Employer in Canada and has been consistently recognized as one of the Top Employers in Canada. If you’re interested in joining their team of 2,700 diverse individuals and accessing competitive rewards and benefits, all while knowing you are part of a greater movement, then apply today!

About the workplace:

You have a good understanding of the business needs to enable the scoping and development of new and optimized business results. This position will be tactically focused on developing operational reports using real time and historical data as requested by the business.

This is a Full-time, Permanent role and reports directly to the Team Manager, Member Contact Operations.

This competitively rewarded role will enjoy remote working arrangements which can be fulfilled primarily from your B.C. based home office or other approved location, or from the Vancity Surrey office (near the Surrey Sky Train Station).

A typical day would involve:

• Define, analyze and interpret business needs into clearly articulated business requirements documents, user stories, process models, minimal viable product definition, and other associated deliverables.
• As a subject matter expert of the Contact Centre technologies data domain, develop cross group and cross functional reports, across various lines of business and various databases and data sources, to cover business needs.
• Identify any process or access changes required to support the business needs and communicate these to the stakeholders.
• Analyze user needs by collaborating with end users and develop a plan to create new and/or expand upon existing report templates in conjunction with the IT Team, if required, to deliver the solution.
• Actively contribute to project/program/product deliverables, in agile and waterfall methodology, and support the execution of design, build, test, training, and deployment.
• Create, maintain and organize documentation for actively managed / updated documents for the reporting team and the business stakeholders.

You are:

• An Analyzer & Problem Solver – you know how to work with the business to gather, translate and document key data requirements to configure reports that align with their needs. You identify, analyze and interpret member experience trends across contact platforms. You naturally review information, detect anomalies, and then investigate & resolve discrepancies.
• Solutions-focused & Process-oriented – you use database knowledge to build improvements to tools, reports and processes to meet the department requirements, while also maintaining documentation for all reporting processes. You are confident in decision making when it comes to applying specific standards and guidelines to the work, escalating unresolved issues to senior staff as necessary.
• A Communicator with influence – you leverage your exceptional communication & interpersonal skills to provide best advice, explanations and responses to inquiries. As a collaborator, you can assist in translating business requirements to technology specifications for the development team to work on contact center systems. You also know how to deliver reported data sets in a consumable business format that works for a variety of stakeholders. You are confident in presenting your work in live environments using Teams or other platforms and are adept at incorporating feedback provided by stakeholders.
• Self starter - You are able to work independently initiating or being the main project driver. You are self motivated and are proactive when it comes to either project work or daily tasks. You understand timelines and are able to set goals to meet those deliverables. You recognize that this role necessitates continuous upskilling and are committed to enhancing your skills through educational courses that align with the position's requirements.
• Knowledgeable about contact center operations – you have spent at least 2 years working in a call centre environment which provides you with a solid understanding of how the business operates along with familiarity with the systems and tools used in Vancity’s contact centers.
• Tech Savvy – you consider yourself in tune with technology and learn new systems and tools with ease. You can manage end user profiles and permissions on the Genesys reporting platforms.
• Team player and individual contributor – You can deliver work within a defined timeframe and are comfortable owning project work. You take pride in precision, accuracy and speed but are not afraid to take risks in your deliverables. Creativity is an asset as well as the ability to work within a team environment.

You have:

• At least 2 years of post-secondary education in a relevant field
• Minimum 2+ years of experience working in a contact center environment
• 2 years of hands-on experience gaining relevant knowledge of processes, systems, and teams in a call center setting (including Genesys or any other agent facing systems such as Salesforce, Aspect etc)
• Experience in providing technical guidance either through previous facilitation, senior, or subject-matter-expert / point-of-contact capacities
• Minimum 1 year work experience with Database Management Systems (e.g. Power BI, SQL, etc.)

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

The salary range for the role is $56,500 to $84,700 annually. Base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

** Posting Deadline: Posted until filled **

A career at Vancity is more than just a job, you’re joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

We offer:

• We are the largest private-sector Living Wage Employer in Canada and have been consistently recognized as one of the Top Employers in Canada.
• Our permanent employees qualify for attractive benefit packages that can be customized and changed each year to meet their evolving needs.
• New employees receive between three to four weeks of vacation allowance per calendar year, and the number of vacation days grows
• In addition to the 10 statutory holidays in British Columbia, Vancity provides an additional three statutory holidays. We offer care days for periods of short-term personal illness or emergency family illness.
• We have flex credits for our health care & dental benefits offer three levels of coverage for you to select from. These benefits will also be effective immediately based on your hire date.  
• We understand that retirement means different things to different people and at Vancity we will offer you a Defined benefits pension plan that pays you a retirement income for life.

At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.

We are committed to providing an inclusive and accessible recruitment experience for all candidates. If you require any accommodations at any stage of the recruitment process, please reach out to our Talent Acquisition team at recruitment@vancity.com for confidential support. In-person assistance is also available. We will collaborate with you to ensure your needs are met promptly and effectively.