Customer Operations Analyst Intern

Location: 500 Lake Shore Boulevard West, Toronto, Ontario, M5V 2V9

Why This Role Is Important

We are looking for a data-driven and engaged student to join our Colleague Management team for an exciting summer experience! This is not your typical "coffee run" internship. You will be:

• Diving into real-world data: Uncover insights and trends from across our contact center, influencing how we train, support, and engage our frontline teams.
• Mastering project management: Gain hands-on experience driving critical initiatives forward, working directly with our Director of Colleague Management.
• Making your mark on BIG brands: PC Financial, PC Optimum, Shoppers Drug Mart, Loblaw Companies Limited, and our thriving e-commerce businesses - you will gain exposure to it all!

If you are passionate about problem-solving, thrive in a fast-paced environment, and are eager to make a tangible difference, this is the summer opportunity for you!

What You’ll Do:

• Dive into customer and agent data across multiple platforms to uncover key trends and insights. Think: "How can we improve the customer experience?" "What’s working well, and where are the opportunities?"
• Translate your findings into clear and compelling visuals (think graphs, charts, presentations) that even executives can understand and get excited about.
• Help track key performance indicators (KPIs) related to training effectiveness, knowledge management, customer satisfaction, and more.
• Assist in planning, executing, and tracking important projects across different teams (Training, Quality, etc.). You will be the glue that holds everything together!
• Identify opportunities to improve how we do things, document processes, and help implement changes that make everyone’s lives easier.
• You will work closely with experienced professionals across different teams - a crash course in navigating a corporate environment.
• You will be presenting your findings, writing reports, and communicating with stakeholders - a great opportunity to hone those professional communication skills.
• This role is all about using data to identify opportunities and solve real-world business challenges.

What You Bring:

• Education: Currently enrolled in a relevant undergraduate program (e.g., Business Administration, Statistics, Communications, or a related field)
• Tech Savvy: Comfortable working with Microsoft Excel (data analysis & visualization) and PowerPoint (for those killer presentations). Bonus points for experience with data visualization tools or any contact center software.
• Analytical Mind: A natural curiosity for data and the ability to spot trends and patterns. Able to translate data into actionable insights.
• Communication Superstar: Excellent written and verbal communication skills. You will be communicating with various teams and even presenting your findings.
• Team Player: Enthusiastic about collaboration and working effectively with others in a fast-paced environment.
• Self-Starter: Proactive, organized, and able to manage their time effectively to meet deadlines.
• Previous Experience: Any prior exposure to contact center environments, data analysis projects, or project management tasks is a plus.
• Passion for Customer Experience: A genuine interest in understanding customer behavior and improving their experiences is an asset.
• Creative & Innovative: Always thinking outside the box and coming up with new ideas is also an asset.

Come and join a winning team who demonstrates innovation, energy, creativity, and vision. We recognize the importance of a diverse workforce and we therefore encourage applications from Aboriginal Peoples, women, members of a visible minority and persons with a disability. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Number of Openings: 1

PC Financial 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 and colleagues with disabilities.

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.