Data Analyst

Highlights of the job

We are hiring a Data Analyst [full-time, permanent] position in Energy Services. We are accepting applications from internal and external candidates. EPCOR employees are encouraged to apply using their '@epcor.com' email address to ensure their internal seniority is appropriately considered

The Data Analyst, is accountable for overseeing the implementation of workforce planning processes including maintaining the short-term staff planning (1 to 12 months) to ensure key performance metrics for all stakeholders (Canada and USA) are met. You’ll be responsible for completing statistical dashboards for all stakeholder groups (Canada and USA), ensuring the understanding of the data which supports coaching to improvements. You’ll be required to apply operational knowledge to analyze the relevant data and develop recommendations/provide business insights for management’s consideration related to workforce planning, operations management, and strategy development.

As a Data Analyst you’ll research and analyze external business factors, together with the relevant work force data from workforce management systems, analyze and examine statistical trends to ensure that stakeholders (Canada and USA) operate in the most effective and efficient manner possible.

What you’d be responsible for

As a Data Analyst, you’ll report to the Manager, Business Analytics with key responsibilities that include (but not limited to):

• Providing input to Canada and US Call Center plans and directions, ensure an appropriate understanding of strategies, ensuring on-going effective and appropriate relationships between other positions with applicable stakeholders
• Ensuring the delivery of optimal results against appropriate performance metrics with key measures that will focus on operational effectiveness and efficiency outcomes such as budget, productivity and reliability, and continuous improvement.
• Analyzing and evaluating current Canada and USA call center trends, providing recommendations on enhancements for the deployment of workload and/or resources. This includes gathering relevant industry benchmarks to allow for meaningful comparison and making actionable recommendations to leadership for implementation.
• Collaborating with cross-functional stakeholders to identify business needs, prioritize analytical requests, and deliver insights that support operational decision-making.
• Ensuring data, reporting, and analytical outputs align with established policies, standards, and governance requirements.
• Representing Customer Care in projects and initiatives that require analytical experience and knowledge of call center operations
• Providing adhoc analyses (as required) for different groups within Energy Services as well as within EPCOR, including Encor
• Creating and maintaining dashboards, reports, and automated products for CAN & US Energy Services (ES) using Power BI, Python, and Microsoft Office tools, following established business requirements and priorities identified by the Business Analytics Manager to support efficiencies and productivity improvements.
• Demonstrating a high performance, high discipline, safe, accountable, focused, innovative and achievement-oriented, easy to do business with manner of working.

What’s required to be successful

Qualifications

• Bachelor's degree in Business, Economics, Statistics, Accounting, Finance, Computer Science, Data Analytics, or a related discipline.

Experience that includes:

• Minimum of 3 years performing data analysis, reporting, forecasting, or performance measurement in a business environment.
• Working with large datasets, databases, and analytical tools to support business decision-making.
• Experience in a customer care or utility environment is considered an asset.

Technical Skills

• Proficiency in data analysis, forecasting, reporting, and performance measurement.
• Proficiency in the use of Microsoft Office applications (Excel, PowerPoint, Word) and data analytics tools such as Power BI, SQL, and Python.
• Ability to analyze data, identify trends, and translate findings into actionable business recommendations.
• Experience developing dashboards, reports, and visualizations to support operational and strategic decision-making.

Professional & Interpersonal Skills:

• &l