Analyst, one Voice Contact Centre

3 months ago

Markham, Canada Honda Canada Full time

**Job Description**:
***Please note this is a fully remote role**

The incumbent will work within the Digital and Technical Client Relations team and will be responsible for driving, analyzing, proposing, and implementing efficiencies on contact centre operations. The Analyst - “One Voice” Contact Centre will also support new initiatives and projects by contributing to their development, testing, and implementation.

**Responsibilities**:

- Analyze trends, observe and utilize analytical thinking to improve customer satisfaction and retention
- Prepare daily, weekly and monthly department operating reports summarizing results from all departmental KPI’s
- Execute queries, reports and analysis of current business needs as required
- Provide project support through: business case development, scoping, business requirements determination, risk assessment, User Acceptance Testing (UAT), test script development, training, implementation & Business Requirements Document preparation
- Work and collaborate with CH, HFS and CRM for all activities, related to the administration of data, databases, analyzing trends and/or reconciling data for department initiatives.
- Ensure departmental Standard Operating Procedures remain current as business processes evolve
- Stay current with industry trends and best practices on business processes and make recommendations to management to maintain HFS and CH competitive position.
- Maintain effective communication within the department to ensure adherence to policies and procedures
- Collaborate with team members to ensure the overall success of the department
- Make recommendations to improve processes and enhance customer satisfaction
- Advanced knowledge of Social Networking platforms, including but not limited to: Facebook, Twitter, Instagram, Linkedin, Youtube, Reddit, Imgur, Yelp etc.
- Make business decisions to support the Honda, Acura and Motorcycle-Power Equipment brand to build loyalty and retention while maintaining the company’s best interest in mind.
- Ensure no privacy breaches occur through proper verification of customers and cautious handling of all customer information
- Ensure records management compliance on all customer information
- Monitor, correct and escalate customer data hygiene issues with internal CH/HFS departments
- Participate in special projects/assignments
- Comply with Sarbanes-Oxley Act (SOX) as it pertains to HCFI internal controls within your day to day job function. Adherence of the following would include but not be limits to:

- Code of Business Ethics/Conduct
- Business and operational policies and procedures

Qualifications:

- University/College Degree/Diploma required, CEGEP, or equivalent
- Minimum 3 years of customer service/call centre experience in a related field
- Excellent understanding of Honda’s policies and procedures
- Knowledge of Honda databases (i.e. warranty, parts, techline, quality engineering, legal) a definite asset
- Strong knowledge and understanding of Social Media platforms.
- Must possess strong proficiency in: Word, Excel, PowerPoint, Access, DB2, Socrates, CASS, Salesforce, Webi and Tableau.
- Flexible, adaptable, quick and able to meet shifting priority in a fast-paced environment.
- Excellent statistical analysis and problem solving skills. The ability to grasp complex issues and present proactive countermeasures.
- Ability to work independently under pressure within strict deadlines and work irregular workdays and overtime (as required).
- Bilingual (English/French) is a definite asset
- Develops and maintains good working relationships and all members of the team.
- Develops and maintains good working relationships within Honda North America as well as all other internal and external stakeholders.
- Enjoys team-building approach of management and department - shares results.

Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation will take into account the applicant’s accessibility needs.

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