Job Description

Our client , a leading financial technology software company, is hiring a Hybrid Support Operations Analyst to join their team in Toronto, ON!

This is an 11-month W2 contract with benefits and paid holidays offered !

As a Support Operations Analyst III, you will oversee the performance of customer support operations across multiple global sites, partnering with BPO vendors to ensure exceptional service, accurate staffing forecasts, and data-driven improvements.

Responsibilities:

• Monitor and analyze contact center performance, identifying gaps and developing actionable improvement plans.
• Lead weekly and monthly business reviews, escalating performance risks and executing contingency plans as needed.
• Partner with forecasting and resource planning teams to validate capacity needs, model budget impacts, and ensure cost-effective operations .
• Collaborate with cross-functional teams to implement process, technical, and customer experience enhancements.

Requirements:

• 3+ years of experience in contact center operations, performance management, or as an operations analyst.
• Proficiency with operational analytics tools ( Salesforce, Tableau, QlikSense) and strong data-driven decision-making skills.
• Experience managing BPO/vendor relationships and working in global operations environments.

Motion Recruitment Partners is an Equal Opportunity Employer, including disability/vets. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy. Applicants need to make their needs known in advance.

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