Senior Analyst

The
Senior Analyst, Consumer Engagement Centre
provides expert-level support and resolution for complex consumer inquiries across voice, digital, and social channels. The role ensures daily operations run smoothly, escalations are handled effectively, and consumer interactions consistently reflect our values and brand promise.

Reporting to the
Manager, Consumer Engagement
, the Senior Representative translates operational priorities into action — mentoring peers, sharing knowledge, and supporting consistent delivery of service excellence.

The Senior Representative fosters a culture of ownership, collaboration, and consumer focus, supporting team members to perform at their best while contributing to a high-quality, efficient, and consumer-centric environment.

Position Responsibilities.

Operational Leadership & Delivery

• Support daily consumer engagement operations to achieve service, quality, and productivity targets.
• Monitor performance dashboards, reports, and trends to proactively flag issues or escalate as needed.
• Assist with workload management, including queue balancing and resourcing, to maintain efficient coverage.
• Ensure compliance with standard operating procedures, policies, and escalation frameworks.
• Suggest and implement operational enhancements and tools to improve team efficiency and effectiveness.

Consumer Experience & Quality

• Champion consumer experience by delivering empathetic, responsive, and accurate interactions.
• Support quality monitoring, calibration, and peer coaching to ensure consistency.
• Identify trends in consumer feedback or complaints and recommend corrective actions.
• Collaborate with Quality, Knowledge, and Product teams to maintain accurate information and resolve issues effectively.
• Handle complex or escalated consumer inquiries, using sound judgment and professionalism.

People Leadership & Development

• Provide guidance, mentoring, and on-the-job coaching to Consumer Support Representatives.
• Reinforce performance expectations and support peers in achieving team KPIs.
• Recognize and encourage positive behaviors and achievements through feedback and support.
• Contribute to the development of new team members through onboarding and training activities.

Collaboration & Stakeholder Engagement

• Partner with peers, Manager, and cross-functional teams to share insights and best practices.
• Engage with Marketing, Quality, and Product teams to communicate consumer insights and improvement opportunities.
• Contribute to knowledge-sharing forums and cross-functional problem-solving discussions.
• Represent the consumer engagement function professionally in team and cross-regional interactions.

Continuous Improvement & Governance

• Identify and propose process or workflow improvements to enhance efficiency and consumer experience.
• Assist in root-cause analysis of recurring issues and contribute to corrective actions.
• Maintain adherence to compliance, privacy, and data protection standards.
• Support updates to standard operating procedures and job aids.

Assist with internal and external audits, ensuring documentation is accurate and complete

Performance Measures

• Service Delivery:
  Meet or exceed team KPIs for quality, accuracy, and responsiveness.
• Operational Efficiency:
  Support productivity and adherence to schedules; reduce errors through proactive action.
• Consumer Resolution:
  Resolve complex or escalated inquiries effectively and maintain brand trust.
• People Leadership:
  Provide coaching, mentoring, and guidance that supports peer development and team performance.
• Continuous Improvement:
  Identify and implement process or workflow enhancements with measurable benefit.
• Compliance & Accuracy:
  Maintain zero critical audit findings and ensure SOPs and documentation are up to date.
• Collaboration & Communication:
  Actively share insights and updates with peers, Manager, and cross-functional teams.

Required skills, qualifications, and experience:

Qualifications:

§ Minimum of a high school diploma or equivalent (GED); Bachelor's degree preferred.

§ Relevant certifications in customer service, contact center management, or process improvement are desirable.

§ Language proficiency: English C1 or higher; French B2 or higher desirable.

Experience:

• 4+ years' experience in a consumer service or contact center environment.
• Demonstrated experience handling complex or escalated consumer cases.
• Experience mentoring or supporting peers in a team environment.
• Exposure to omni-channel operations (phone, chat, social, email).
• Experience with Salesforce or equivalent CRM preferred.
• Experience in FMCG or consumer goods sectors desirable.

Technical / Functional Skills

• Proficiency in Salesforce or equivalent CRM, and MS Office (Word, Excel, Outlook, PowerPoint).
• Strong understanding of omni-channel consumer engagement (phone, chat, social, email).
• Ability to follow SOPs, monitor performance dashboards, and analyze data to identify trends.
• Knowledge of products, policies, and escalation procedures.

Leadership & Behavioral Skills

• Strong communication and interpersonal skills.
• Customer-centric mindset with empathy and problem-solving capability.
• Ability to coach, mentor, and support peers.
• Collaboration across peers and cross-functional teams.
• Adaptability, accountability, and initiative in a fast-paced environment.