Data Specialist, Client Care Insights

7 days ago

Waterloo, Canada Equitable Life of Canada Full time

At Equitable, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and client-responsive staff. Join Equitable today.

Position Title: Data Specialist, Client Care Insights Reports To: Manager, Client Care Shared Services Department: Client Care Shared Services Term: Permanent Full-Time

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity: Equitable is growing We are looking for a Data Specialist, Client Care Insights. Are you passionate about data? Do you have an ability to leverage data using BI solutions to further best practises and process improvement? Strong research and analytical skills coupled with deliverables, based on KPIs are critical. Now is an exciting time to join one of the Waterloo Area’s and Southwestern Ontario’s Top Employers for 2024

What you will be doing:

  • Leverage leading practices to build and evolve reporting / BI solutions for the client care centres using enterprise tools and platforms.
  • Support and advise on all client care centre projects, providing data analytics, architecture, and data management expertise as well as process analysis and support with process improvements.
  • Provide expertise on call data, including support modelling, extracting, assessing, analyzing and reporting on data. Research and implement reporting supporting program KPIs and initiative uptake and success.
  • Build and disseminate effective communication and training materials using diverse channels/approaches to elevate data knowledge in the client care centres and teams and drive adoption of processes and tools.
  • Partner with teams across the organization to support data initiatives. This includes eliciting data requirements, advising on data architecture, analyzing security/access expectations, aligning to data standards, and recommending robust data practices for client care centre teams.

What you will bring:

  • 5+ years of experience with a mixof project management, data analysis, and workforce management; experience specifically with contact/call centres is highly desirable
  • Experience with databases, data warehouses, data extraction, manipulation using SQL or similar tools (including advanced Excel skills for data analysis)
  • Experience with call handling and management tools such as Avaya or Genesys
  • Familiarity with data management and data quality processes and techniques; knowledge of coding/programming languages (e.g. Python, Java, C#) is an asset
  • Excellent interpersonal and stakeholder management skills, with a proven ability to advise, influence, and collaborate effectively across business partners at different levels
  • Strong analytical and problem-solving abilities, with meticulous attention to detail and a commitment to continuous improvement; robust prioritization and organizational skills to remain focused on the key outcomes
  • Excellent verbal and written communication skills with the ability to communicate clearly and concisely and present complex/technical concepts simply

What’s in it for you:

  • A healthy work-life balance with employee wellness top of mind
  • Annual bonus program, annual vacation allowance, and company-paid benefits program
  • An additional paid volunteer day each year so you can spend time giving back to the community
  • Immediate enrollment in the company’s pension program with employer matching
  • Employee resource groups that support an inclusive work environment
  • Tuition support and specialized program assistance
  • An onsite full-service cafeteria with a variety of daily options
  • Discounts on company products and services, and access to exclusive employee perks
  • Regular EQ Together events focused on company togetherness and collaboration

As part of the recruitment/offer process you will be required to:

  • Provide two professional references (minimum one supervisor and above)

To learn more about Equitable, we encourage you to explore our organization.

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at careers@equitable.ca if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

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