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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