Senior Officer, Business Management - Capacity Planning and Productivity

Business Management - Capacity Planning and Productivity area is responsible for maintaining daily operations and providing strategic workforce planning support within contact center environments. Also supports business objectives through evaluating call volumes, agent productivity, and service levels across departments. Consumer Banking covers activities related to providing services and products directly to consumers through various business channels. This group includes retail banking, consumer lending, auto finance, small business banking, and related business areas. The Client Service Delivery function is responsible for interacting with clients, either directly or indirectly, in support of sales, trading, relationship management, or portfolio management activities.

• Preparation of regular, ad-hoc and MIS/productivity reports and analytics for the Division.
• Manage ongoing and ad-hoc reporting needs for ...