Performance Management and Reporting Analyst

9 months ago

Toronto, Canada Freedom Mobile Full time

**A little about us**

At Freedom, we’re proud to be leaders in a movement that brings affordable wireless services to Canadians - we’re always on the lookout for go-getters that are committed to disrupting the status quo.

Does that sound like you? We’d love to meet you.

**The role**

Are you passionate about efficiency and customer experience management? The Care Process and Support team located in Toronto is currently seeking a Performance Management and Reporting Analyst to join their team As a part of the Care Process and Support team our primary focus is to enable our Contact Centers, Back office, Social Media, Retails Support and Operations teams with the necessary tools to succeed. Our primary function is to identify and report on performance and efficiency gaps and opportunities, while putting forward recommendations for improvement

**A typical day**

Performance Management and Reporting:

- Perform ETL on large data sets, clean data, format, perform auditing and validation
- Analyzing the Trends by monitoring Performance of Vendors and Onshore Teams (Call Centers, Helpdesk, Backoffice, Executive office, Retail Support) for Voice and Digital Platforms

Contributes expertise to the development and delivery of performance training manuals and modules
- Focus on continuous Improvement, supporting Process Support team by sharing Gaps in Processes and recommend changes based on observations
- Sharing the feedback and coaching Opportunities with all Teams Offshore and Onshore to ensure high level of service delivery
- Ensuring all the established Processes/Business Practices are implemented and followed by Care
- Keep a check on Credits and Promos given by Vendors and Offshore Care Team
- Managing Peer to Peer Feedback to avoid repeated mistakes and ensuring the feedback across teams are shared
- Managing EPP & All in the Family Mailboxes to support New and Departing Employees
- Gathering Monthly data, Generating reports and Trends

Customer Experience Management:

- Perform ETL on large data sets, clean data, format, perform auditing and validation
- Monitoring and reviewing all the Customer Feedback received through SMS Surveys
- Analyze consumer feedback and measure the business impact of customer service
- Interpreting the results to share with all relevant teams highlighting the concerns customer showed regarding Product, Service or Processes"

**Your skills/experience**
- Medium to Advance level of Excel Knowledge and PowerPoint
- Adequate knowledge of using MS office tools
- Intermediate level of experience and understanding of communication systems like Avaya, CISCO etc.
- Intermediate level expertise and understanding of reporting tools as MicroStrategy, Power BI and Tableau
- Understanding and experience of working on CRMs
- Understanding and ability to transform data into actionable insights for business
- Ability to share constructive Feedback with others
- Ability to Create Solutions that are in the best interest of Customers
- Experience of Working in Wireless Industry
- Understanding of Customer Care and Performance Management practices.
- Previous experience in the wireless industry an asset.
- Understanding and knowledge of any language like SQL, S will be an asset.
- Bachelor's degree an asset

**Other details**
- This position requires the successful completion of a criminal and credit background check

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