Location

500 Lake Shore Boulevard West, Toronto, Ontario, M5V 2V9

Overview

Provides day to day operational and analytical support for technology solutions for the IVR, including analysis and reporting on key metrics as well as troubleshooting, making recommendations for improvements and working with key business partners to implement improvements.

Responsibilities

• Subject matter expert within technical areas of IVR
• Analyze and evaluate customer-level data to provide recommendations and identify opportunities for improvement
• Lead process documentation and skills development initiatives for the larger team
• Explore and implement new technology standards to help drive innovation, system performance and customer experience
• Provide regular status updates to management, including risks and risk management approaches
• Comfortable communicating at all different levels and cross-functional
• Ac...