Enterprise Operations Development Program - Contact Center Analysis Track

Overview:  

The Enterprise Operations Development Program - The Contact Center Analysis Track enables participants to gain in-depth professional and analytical experience with development of leadership and collaborative skills through a defined and customized immersive program. Program participants will gain experience in higher level operational aspects of The Contact Center Analysis, work on projects, and provide analytical and operational support under guidance of a manager or more senior analyst. 

Primary Responsibilities: 

• Develop and produce routine departmental reports and spreadsheets, including but not limited to, 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 assist in the identification of 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 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 together with any issues raised by external regulators as applicable. 

• Complete other related duties as assigned. 

Education and Experience Required: 

• Bachelor’s or Master’s degree 

• Minimum Cumulative GPA of 3.0 

• Up to 1 years' 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 

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $29.57 - $43.99 per hour. The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. The range listed above encompasses all geographic locations. The pay rate specific to your location will fall within this range and is available from your recruiter.

Location

Buffalo, New York, United States of America