Analytics & Reporting Specialist, Customer Care Integration

Job Description

• North York, ON (Hybrid)
• $70 to $80 per hour
• Full-time, 24 month contract

Raise has partnered with Enbridge / Dominion Energy to support them in their hiring a team to support the integration of their Customer Care processes due to the recent utilities acquisitions that have been made within the United States (Ohio and Utah).

The Analytics / Reporting Specialist is responsible for integrating existing Customer Care reporting for US utilities under the USUI program.

The successful candidate will be accountable for the seamless integration of reports, utilizing the latest tools to deliver valuable insights to the Customer Care team.

This position ensures that program initiatives align with organizational objectives and identifies opportunities to improve and enhance reporting for customer care teams.

The role also involves maintaining organizational standards of safety, customer satisfaction, quality, and performance. Additionally, the candidate will oversee multiple reporting tracks for the three Local Distribution Companies (LDCs), ensuring that program goals are achieved.

Specific Accountabilities :

• Integrate existing Customer Care reporting
• Work with reporting track to develop migration plan
• Capture requirements for existing reports, ensure reporting track delivers on requirements
• Develop test plan to validate reports, ensure they meet business needs
• Ensure solution for reporting continues to provide business the flexibility they have today to leverage data from multiple sources
• Provide insights on data trends and anomalies to improve business performance.
• Assisting with the maintenance of existing reports
• Providing analytical support for internal risk reviews and stakeholder input.
• Ensuring the team's delivery of daily, weekly, and monthly performance measures
• Supporting the service owner forum to track actions and next steps
• Work with leadership to drive improvements in operational reporting. Convert existing management reporting packages into more insightful information using new tools (e.g. Power BI etc).
• Develop new management reporting framework to support Customer Care management team in making informed decisions.
• Assemble new reporting requirements on improvements in overall productivity, channel shift and customer satisfaction.
• Collaborate with leadership to identify business problems and opportunities that would benefit from better understanding customer behaviour.

Work to improve the team’s understanding of customers, behavioural patterns and demographics. This will include a mix of analytical work performed within EGI but also include vendor partners to perform more sophisticated analyses with large datasets.

• Assist in implementation of changes in business processes and rules based on analytics.
• Support leadership to help drive improved business results including reduction in call volumes, back office exceptions, collections and overall cost effectiveness.
• Work with IT and business support groups to co-ordinate data collection reporting migration. Ensure data requirements for projects are well documented with clarity on how it will be gathered and organized.
• Work closely with IT and business support groups to identify requirements for more robust data access for ad hoc analysis and reporting

Scope of Work :

• Responsible for integrating all reports for the 3 US utilities
• Work with project teams

Knowledge, Skills, and Abilities :

• University graduate or combination of formal education and work experience
• 3-5 years of reporting and analytical experience
• Demonstrated ability to manage / analyse large volumes of data to provide insight. Must be numerically oriented with ability to critically think through issues using data.
• Knowledge of current Customer Care processes and systems will be considered an asset
• Proficient in Microsoft Office Suite proficiency, i.e. EXCEL, WORD, Access, PowerPoint, Power BI
• Ability to read / write in both SQL and Python programming languages
• Strong interpersonal and communication skills (both written and oral)
• Strong analytical, problem-solving, and communication skills.
• Ability to successfully co-ordinate team activities to get results and meet timelines.
• Ability to manage multiple projects.
• Ability to collaborate with domain experts to provide innovative solutions
• Ability to work independently and in a team environment
• Ability to travel if required

Working Conditions

• Position works in typical office environment.
• Requires minimal travel to other Enbridge offices across Canada and the USA.
Il y a plus de 30 jours