Contact Centre Reporting

4 days ago

Toronto ON, Canada The Travel Corporation Full time

Reporting & Integration Genesys Analyst (9 Month Contract)
At The Travel Corporation (TTC), our philosophy is simple: we create enriching travel experiences through exceptional service, quality, and value. With over 100 years of global expertise, our ethos of being Driven by Service keeps our values— passion, people, and purpose —at the heart of everything we do.
Across 70 countries and a portfolio of award-winning brands, we design and deliver immersive, innovative, and responsible travel experiences that create life-changing moments for our guests. Driven by Service
Passion for Travel
Commitment to Customers and Our People
Commitment to Social Responsibility and Our 5-Year Sustainability Strategy

The Contact Centre Reporting & Integration Analyst will play a key role in TTC’s migration from an on-premise system to a modern, cloud-based contact centre platform. This role ensures that data is accurately sourced, structured, and integrated into our analytics environment to support consistent, scalable reporting across all regions.
Working closely with Commercial Reporting, IT, and Contact Centre leadership, you will design data models, validate KPI readiness, and build automated reporting that enables meaningful insights and strengthens operational and sales decision-making.

Data Integration & Management
Integrate, validate, and maintain clean contact centre data from the new cloud-based system.
Build SQL datasets and collaborate with IT/vendors to resolve data issues.
Ensure accurate capture and reportability of all key contact centre KPIs.
Develop and enhance Power BI dashboards in partnership with the Contact Centre Performance Analyst.
Automate reporting processes for reliable, consistent data refreshes.
Analysis & Insight
Write SQL queries to validate data accuracy and support performance analysis.
Identify trends and opportunities to improve contact centre performance.
Work with business stakeholders, IT, and vendors throughout the migration.
Maintain governance of KPIs, data sources, and calculations.
Support end-user adoption of new dashboards and reporting tools.

Must have prior experience using Genesys and/or working in a contact centre environment
~3+ years’ experience in analytics, reporting, or data integration
~ Strong SQL skills, including building and optimizing complex queries
~ Experience with cloud-based contact centre platforms and core performance metrics
~ Proficiency in Power BI (data modelling, visualisation, DAX)
~ High attention to detail with a focus on data accuracy and scalable processes


The Travel Corporation is proud to be an equal opportunity employer. We not only encourage and support diversity in the workplace, we celebrate it

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