Senior Analyst, Pharmacy Customer Service Call Centre

Shoppers Drug Mart - Toronto, ON (il y a 4 mois)

Postuler dès maintenant

243 Consumers Road, Toronto, Ontario, M2J 4W8

Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.

Why this role is important?

Reporting to the Manager, Pharmacy Enhanced Support (PES), the incumbent analyzes, develops and manages reporting needs and schemes. By taking ownership of the reporting responsibilities of the team you will provide guidance to internal stakeholders with respects to their objectives and initiatives. This post will also help manage and direct the Back Office Support team within the larger Pharmacy Enhanced Support team as to their involvement and participation in running and managing reporting output and dissemination. Your focus will be to help drive team efficiency and provide the overall team with targeted Incident and Workflow reporting.

What You'll Do:
Design and manage new and existing reporting programs on multiple platforms
Provide guidance to Back Office Support members in reporting procedures and methodology
Analyze reporting output and provide insights and recommendations to stakeholders
Participate in all forecasting needs, including but not limited to the following:
human resource needs and allocations
Inbound pharmacy support volume and related Service Levels
Build new reporting dashboards for both Pharmacy Enhanced Support and other Teams on our proprietary reporting tool
Collaborate with PES management to fulfill PES team goals and improving our support of pharmacies under both Shoppers Drug Mart and Loblaw banners
Liaises with other Business and IT units with regards to PES involvement in initiatives and program rollouts
Help plan and implement software and system enhancements and conversions
Support the Team with information and guidance to move towards an overall proactive team attitude

What You'll Need:
Ability to work independently and in small collaborations within the team framework
Candidates must have strong problem solving skills
A degree in Mathematics, Statistics, Computer Science, Business or similar is required
Able to manage numerous ongoing tasks and provide clear instructions and recommendations with regards to other team member activities
Communicates with clarity, verbally in 1 on 1 and group situations or over the telephone
Strong presentation skills and confidence in representing PES team within programs and initiatives involving other Business and Operational stake holders
Fast paced environment
Candidates should have the ability to produce effective reports, spreadsheets and presentations using MS Office Suite including Advanced Excel skills and PowerPoint
Minimum 3 years experience working as a Business Analyst
Over 3 years experience creating queries using T-SQL
Experience using JavaScript, HTML and CSS is required
ServiceNow experience would be an asset but not required
Knowledge of Pharmacy industry/operations would be an asset
Experience setting up training programs to enhance employee skill sets

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through SDMU.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You’ll Succeed:
At Shoppers Drug Mart Inc. , we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.

Employment Type:
Full time

Type of Role:

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.