The opportunityThe Member Services Operations Analyst will be assisting workforce management in the Contact Centre with scheduling, administration, and communication. Key responsibilities include conducting daily standup meetings to allocate resources and react to changes in demand, supporting performance management by running reports and communicating results, providing user assistance for new feature rollouts, and assisting with operational technology upgrades. The role also requires identifying continuous improvement opportunities, testing upgrades to Genesys, and supporting senior team members with business processes. Strong communication skills, technical aptitude, and the ability to work independently are essential.Who you'll work withThe Member Services Operations Analyst will be reporting to the Manager, Member Services Operations.What you'll doAssist workforce management in the Contact Centre with scheduling, administration, and communicationConduct daily standup meetings with business partners to allocate resources within the Contact Centre and react to changes in demand when prioritizing workupdate telephony system settingsadjust priorities and work assignmentsSupport performance management by running reports, compiling results, and communicating with internal stakeholdersProvide user assistance and guidance for new feature rollouts within the Contact Centre telephony environmentCommunicate effectively with internal stakeholdersAssist with operational technology upgradesIdentify continuous improvement items and research new Genesys capabilitiesTest upgrades and enhancements to GenesysAssist senior team members with the execution of business processesUse a variety of tools and technologyContinuously improve the skills required to perform job dutiesWhat you'll needStrong team player who is also able to work independently and self-manageComfortable with the use of new tools and technologyOpen to working cross functionally and with individuals at all levels of the organizationProven analytical & problem-solving skills with the ability to distil insights, assess opportunitiesHigh attention to quality, controls, and procedureEffectively shift focus and priorities, at times with little noticeHigh degree of confidentiality and discretionExcellent research, investigation, and written communication skillsStrong knowledge of GenesysCloud, PowerBI, MS Office, JIRA, ConfluenceRelevant university degree and minimum of 2 years experience in a Contact Centre Operations roleInterest in continuous improvement & growth mindset#LI-RM1#LI-HybridWhat we’re offeringCompetitive compensationNumerous opportunities for professional growth and developmentA flexible/hybrid work environment combining in office collaboration and remote workingOur Flexible Travel Program gives you the option to work abroad in another region/country for up to a month each yearEmployee discount programs including Edvantage and PerkopolisAt Ontario Teachers', diversity is one of our core strengths. We take pride in ensuring that the people we hire and the culture we create, reflect and embrace diversity of thought, background and experience. Through our Diversity, Equity and Inclusion strategy and our Employee Resource Groups (ERGs), we celebrate diversity and foster inclusion through events for colleagues to connect for professional development, networking & mentoring. We are building an inclusive and equitable workplace where our talent is respected, accepted and empowered to be themselves. To learn more about our commitment to Diversity, Equity and Inclusion, check outHow to applyAre you ready to pursue new challenges and take your career to the next level? Apply today! You may be invited to complete a pre-recorded digital interview as part of your application.Accommodations are available upon request (peopleandculture@otpp.com) for candidates with a disability taking part in the recruitment process and once hired.Candidates must be legally entitled to work in the country where this role is located.The privacy of your personal information is important to us. Please visit our to learn how we handle your personal information.Functional Areas: Member ServicesRequisition ID: 6569
