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As a Customer Experience Analyst, you would be accountable for analyzing call behaviors and the customer experience, through data exploration and call listening, in the North American Customer Contact Centre (NACCC) channel. Your work would be primarily data-driven, navigating and interpreting large data lakes to surface impactful opportunities. You would then provide insights and reporting that are in line with both immediate and long term P & BB business objectives. Analysis and insights on customer behavior will be leveraged to support efforts to improve sales, process efficiencies, marketing initiatives, and the overall customer experience.
Analysis and Evaluation
Call Listening & Speech Analytics
Help maintain and come up with new Speech categories (bucket relatable calls) that are important to the business.
We’re here to help
At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.
As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.
To find out more visit us at https://jobs.bmo.com/ca/en .
BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.