2027 Enterprise Operations Development Program- The Contact Center Analysis Track
M&T Bank · Buffalo, NY, US
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About the Role
The Enterprise Operations Development Program - Contact Center Analysis Track offers participants in-depth professional and analytical experience, developing leadership and collaborative skills through an immersive program. Participants will gain experience in higher-level operational aspects of Contact Center Analysis, work on projects, and provide analytical and operational support under guidance.
Responsibilities
- Develop and produce routine departmental reports and spreadsheets, including project or product strategy analyses, historical reporting, and workflow and financial analyses.
- Complete routine analysis and judgment-based work over a single or a few closely related disciplines to support business decisions.
- Complete routine data review, research, and/or reconciliation.
- Leverage technology and data tools to identify opportunities to simplify workflows, automate manual steps, and reduce turnaround times.
- Partner with colleagues to implement process improvements and measure gains in efficiency, accuracy, and customer experience.
- Take a lead role in drafting and editing procedures for assigned area of TCC.
- Support user certifications and obtain documentation necessary for departmental audits.
- Participate in planning, testing, and implementing new projects, systems, products, and regulatory changes within the assigned area of TCC.
- Assist with technical troubleshooting and escalations, coordinating with business partners, vendors, and technology to address issues for the team.
- Participate in Enterprise Operations Development Program activities.
- Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Appetite.
- Identify risk-related issues needing escalation to management.
- Promote an environment that supports belonging and reflects the M&T Bank brand.
- Maintain M&T internal control standards, including timely implementation of internal and external audit points and any issues raised by external regulators.
- Complete other related duties as assigned.
Requirements
- Bachelor’s or Master’s degree
- Minimum Cumulative GPA of 3.0
- Up to 1 year's work experience
- Outstanding written and verbal communication skills
- Demonstrated interpersonal skills
- Demonstrated analytical skills
- Demonstrated computer skills
- Prior work/internship experience
- Work Visa Sponsorship not offered for this role
Location
- Buffalo, New York, United States of America
Experience Level
- Up to 1 year
Education Level
- Bachelor's degree
- Master's degree
Salary/Compensations
- $29.57 - $43.99 per hour
About the Company
- M&T Bank is committed to fair, competitive, and market-informed pay for our employees.