Manager, Virtual Connect Analytics

at  BMO Financial Group

33 Dundas Street West Toronto Ontario,M5G 3C2
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.

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

• 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