Pay Rate: $0
Location: Mississauga ON
Job Type: Contract

Title: Senior Call Center Analyst

Location: Mississauga



IFG Is on the search for a Senior Call Center Analyst to support a client in in the IT industry in Mississauga.



  • Managing Processes
    • Construct workflow charts and diagrams. Define project requirements by identifying project milestones, phases and elements; forming project team; establishing project budget
    • Improve processes by studying current practices; recommending modifications
    • Execute processes put in place and drive accountability with stakeholders.


  • Analytics
    • Monitor project progress by tracking activity; resolving problems; publishing progress reports; recommending actions
    • Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats
    • Recommend solutions by identifying problems; and suggesting improved procedures


  • Build and improve KPIs / performance measures
    • Build performance measures


  • Communication
    • Perform daily, weekly and monthly reviews and analyses of current processes using operational metrics and reports
    • Create / Improve sales scripts


  • Presentations
    • Present business progress and findings.



  • Require 7+ years of experience in the field or in a related area.
  • Call center operations experience 
  • Advanced Microsoft Excel skills
  • Proactive and entrepreneurial
  • Bachelor’s Degree or equivalent work experience
  • Ability to impact operations and effect change
  • Detail oriented, analytical and inquisitive
  • Ability to work independently and with others
  • Extremely organized with strong time-management skills
  • Fluency in French an asset



For consideration, please email your resume to with “Senior Call Center Analyst” in the subject line.