Program analyst Jobs in Markham, ON

Requisition ID: 253357

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

Position Title:

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

What you will be doing:

The major accountabilities of the Intra Day Analyst role are to manage of the day-to-day and intraday National Service Levels abandon rates and staffing levels. This role is also responsible for providing detailed analysis and documentation providing detailed and factual business/function information in order to develop conclusions and responses including recommendations on possible course of action. Organize and carry out daily duties ensuring daily tactics are implemented to ensure balanced service levels and ensure cost metrics are met, through the real time adjustment schedules according to meet changing priorities and call flow trends. The Intraday Analyst will report directly to the Manager of Workforce.

Is this role right for you? In this role, you will:

• Monitor and manage national staffing levels against call volumes, off-phone activities, and service levels, making real-time adjustments as needed.
• Leverage historical, forecast, and intraday data to support proactive planning and achieve key performance indicators.
• Analyze associate productivity, schedule adherence, and average handle time; identify variances and initiate corrective actions.
• Execute and document intraday strategies to protect service levels, including variance analysis and response actions.
• Partner closely with the Intra-Day Analyst team and Call Centre leadership to ensure coverage, improve processes, and enhance planning structures.
• Proactively manage and process real-time schedule activities, including exceptions, shift changes, and other intraday impacts.
• Deliver reporting, daily national service level communications, training, and subject-matter expertise in Genesys Workforce Management tools.
• Champion a customer-focused, high-performance, and inclusive culture while ensuring compliance with risk, conduct, and regulatory standards.

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

• University or College Degree or equivalent work experience
• Minimum 2 years of experience in a Call Centre environment
• Bilingual in English and French is an asset
• High level of experience using Microsoft Office products is required to complete daily work loads
• Proven ability to operate independently with minimal direction
• The ability to work in teams
• Ability to multi-task and meet realistic time frames for completing multiple assignments and achieving the desired results
• High degree of judgment and initiative
• Excellent interpersonal and negotiation skills
• Strong organizational skills are essential

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

Location(s): Canada : Ontario : North York || Canada : New Brunswick : Moncton

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.