Analyst, Contact Centre Reporting and Analytics

Reporting to the Senior Manager, Call Centre Sales and Retention Reporting & Analytics

This position will be accountable for the day-to-day analytics of inbound, chat and outbound 3rd party vendor performance, including performance management and incentives.

The role will focus on the analysis of performance metrics.

Job Details

Accountabilities

• Provide meaningful analysis and performance insights to support business plans and maximize performance.
• Fosters a customer-centric attitude and builds effective relationships with anyone connected to the customer (support or front-line).
• Critically evaluating information gathered from multiple sources, reconciling conflicts, interpreting high-level information to glean details, and abstracting upwards from low-level information to assemble a general understanding.
• Support the launch of new programs through incentive models, business flow updates, and updating reporting dashboards and SQL tables.
• Analyzes vendor performance (cost, quality, productivity, satisfaction), and identifies trends and opportunities, issues, concerns, and successes.
• Provide feedback and market intelligence to Operations, CRM, Workforce Training, and Quality to improve tools and resources as it relates to support, pricing, and marketing initiatives.
• Create and monitor Call Centre performance reports (aftermarket, conversion, OTM, etc.)
• Analyses incentive programs, delivering key insights and strategic recommendations to the vendor management team.
• Prepare detailed reports and trend analysis so that decision-makers can quickly react.
• Provide qualitative and quantitative reporting on all issues identified.
• Create reporting to clearly display insights and communicate findings to business partners.
• Act as a liaison with Call Centre Operations, Aftermarket, Conversion, and Information Technology teams on system enhancement requirements.
• On-going auditing of systems to ensure data accuracy and agent compliance to processes.
• Provide weekly recap of forecast based on planned activities through the issuance of dashboards and performance metrics.
• Provide ad-hoc analysis reports to business units as required.

Knowledge and Skill Requirements

Level of Education

Bachelor’s degree in data science, computer science, statistics, mathematics, or a related field.

Job-related Experience

2+ years of experience in data analysis, modelling, or governance. Prior experience with subscription-based services or call center analytics is highly beneficial.

Skills & Background

• Proficiency in SQL and Python within cloud environments.
• Experience with ETL processes, data modelling, and database querying.
• Advanced proficiency in Excel and BI tools such as Power BI or Tableau.
• Familiarity with machine learning and AI techniques as a strong asset.
• Knowledge of automation tools and methodologies to streamline data processes.
• Strong analytical and quantitative skills, including a thorough understanding of interpreting business needs and translation into application and operational requirements.
• Working knowledge of database marketing mechanics.
• Strong presentation skills.
• Ability to simultaneously manage multiple analytics projects and deliverables.
• Excellent communication skills (written and verbal).
• Bilingual Spoken (English and French) is a definite asset.

Communications

This position is frequently called upon to reach agreement with others in order to complete work activities; requires presenting a point of view at times, and influencing others to adopt a course of action.

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