Analyze operational data and customer feedback as an Assistant Manager supporting Manulife’s Canada Contact Centre, Bank & Affinity. Build clear insights for leadership.
This individual contributor role reports to the Director, Canada Contact Centre, Bank & Affinity. You will connect global analytics with operational reporting and contact centre realities. Your work supports decisions, escalations, and service improvements across Operations.
Key Responsibilities:

Analyze data from multiple sources for performance trends
Create weekly, monthly, quarterly, and ad-hoc reporting
Translate complex information into clear business stories
Coordinate sensitive escalations through resolution
Identify root causes and recommend improvement actions
Requirements:

Strong analytical, problem-solving, and operational judgment
Experience developing reports, insights, and presentations
Ability to communicate with senior leaders
Ability to manage competing priorities independently
Bachelor's degree in business administration or related field, or equivalent experience
Apply analytical judgment, business storytelling, and escalation management to support informed decisions at Manulife’s Canada Contact Centre.

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Contact Centre Analytics Manager