Manager, Customer Care Analytics

3 weeks ago

Ottawa, Canada Canada Post - Postes Canada Full time

Job Requisition Id: 164610
Business Function: Customer Care
Primary City: Ottawa
Other Location(s):Toronto
Province: Ontario
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: English Essential
Employee Class and Level: CPMGA02
Number of Vacancies 1
Job Closing Date: 01/18/2023

The Manager, Customer Care Analytics is responsible for measurement and improvement of customer service metrics and performance. This includes monitoring quality indicators, compliance to quality procedures, performance analysis, the identification of key priorities, development, and deployment of improvement initiatives, and influencing improvements in process and product design. Equips the Customer Care Team with the tools to interpret the data and “tell the story” to help their customers achieve sustained improvement and support them in their goals of delighting our customers. Builds strong relationships and integrates closely with stakeholder teams to prioritize initiatives, monitor root cause analysis, and findings, ensure a common approach, and optimize results for our customers.

**Responsibilities**:
Below are the main job requirements and responsibilities for the Manager, Customer Care Analytics.

1. Promotes a consistent Customer view through the use of standardized data structures and reports. Ensures metrics are in place that complement the Corporate NPS, monitors trends in customer experience and identifies areas for improvement. Leads the building of intelligence solutions, including insights and trends, to enable Customer Care teams to better interact with their customers.

2. Analyzes trends in in-service performance and determines actionable items to improve Customer transactions and strategy. Collaborates with Operations teams with a view to improving the timing and structure of reporting, including Peak Planning, for Customer Care teams to facilitate Customer performance monitoring and decision making.

3. Facilitates cross-functional and complex issues management and exchange of information across the Customer Care and related stakeholder communities. Develops and maintains the collaboration structure and communications channels with key stakeholders.

4. Maintains close ties with experts across the Customer Care team to understand their needs, then develop and adjust the optimal tools, metrics, and solutions to measure effectiveness.

**Job Responsibilities (continued)**:
5. Develops and maintains Customer Care metric reports and provides coaching and guidance across the Customer Experience team to understand and interpret the information in their support of customers.

6. Identifies and shares Customer Intelligence improvement opportunities and options with Operations. Sales and Lines of Business teams. Acts as a consultant and primary liaison with Innovapost and corporate business analytics colleagues to ensure and protect data integrity, data structure, and reporting efficiency.

7. Consolidates, analyses, and documents market research, customer and sales insights, metrics and data, secondary research to provide an informed perspective on consumer and customer preferences and perceptions.

8. Leads a team of professionals, coaching and guiding them, and ensuring they have opportunities for development and growth. Communicates priorities and objectives clearly, and contributes to a work environment where team members are engaged and motivated to contribute their best effort. Conducts business in a manner that reflects Corporate Values, Leadership Behaviours, and Habits.

**Qualifications**:
**Education**
- Post-secondary education in a relevant field of study (Business Administration, Industrial Engineering, Data Sciences) preferred or a combination of education and experience and/or relevant professional development in Six Sigma (Green or Black Belt) or data analysis

**Experience**
- A minimum of 3-5 years of recent and combined relevant working experience with the following:

- 2 -3 years experience in Strategy/Planning, Integration, Performance Reporting and Measurement, Marketing or Market Research, or similar roles
- Demonstrates an understanding of Operations processes an asset
- Demonstrates an understanding of customer analytics
- Strong Working knowledge of at least two of; Customer Relationship Management (CRM), Event Manager (EM), Enterprise Data Warehouse (EDW), Client Vision (CV), and scanning data an asset
- Experience with Tableau, Power BI, or other data visualization tools an asset
- Minimum 2-3 years leading complex data analytics solution builds using proven methodologies
- Experience in project management would be a definite asset
- Strong coaching, people management, and performance management skills, leading unionized employee teams is a strong asset
- Sound judgment, problem-solving, and root cause analysis abilities
- Strong communication skills, business acumen

**Other Information**:
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