Member Contact Operations Analyst

4 months ago

Surrey, Canada Vancouver City Savings Credit Union Full time

You have a good understanding of the business needs to enable the scoping and development of new and optimized business results. This position will be tactically focused on developing operational reports using real time and historical data as requested by the business.

This is a** Full-time, Permanent **role and reports directly to the Team Manager, Member Contact Operations.

This competitively rewarded role will enjoy remote working arrangements which can be fulfilled primarily from your B.C. based home office or other approved location, or from the Vancity Surrey office (near the Surrey Sky Train Station) if you prefer.

**A typical day would involve**:

- Define, analyze and interpret business needs into clearly articulated business requirements documents, user stories, process models, mínimal viable product definition, and other associated deliverables.
- Identify any process or access changes required to support the business needs and communicate these to the stakeholders.
- Analyze user needs by collaborating with end users and develop a plan to create new and/or expand upon existing report templates in conjunction with the IT Team, if required, to deliver the solution.
- Actively contribute to project/program/product deliverables, in agile and waterfall methodology, and support the execution of design, build, test, training, and deployment.
- Create, maintain and organize documentation for actively managed / updated documents for the reporting team and the business stakeholders.

**You are**:

- **An Analyzer & Problem Solver** - you know how to work with the business to gather, translate and document key data requirements to configure reports that align with their needs. You identify, analyze and interpret member experience trends across contact platforms. You naturally review information, detect anomalies, and then investigate & resolve discrepancies.
- **A Communicator with influence** - you leverage your exceptional communication & interpersonal skills to provide best advice, explanations and responses to inquiries. As a collaborator, you can assist in translating business requirements to technology specifications for the development team to work on contact center systems. You also know how to deliver reported data sets in a consumable business format that works for a variety of stakeholders. You are confident in presenting your work in live environments using Teams or other platforms and are adept at incorporating feedback provided by stakeholders.
- **Self starter** - You are able to work independently initiating or being the main project driver. You are self motivated and are proactive when it comes to either project work or daily tasks. You understand timelines and are able to set goals to meet those deliverables. You recognize that this role necessitates continuous upskilling and are committed to enhancing your skills through educational courses that align with the position's requirements.
- **Knowledgeable about contact center operations** - you have spent at least 2 years working in a call centre environment which provides you with a solid understanding of how the business operates along with familiarity with the systems and tools used in Vancity’s contact centers.
- **Tech Savvy **- you consider yourself in tune with technology and learn new systems and tools with ease. You can manage end user profiles and permissions on the Genesys reporting platforms.
- **Team player and individual contributor **- You can deliver work within a defined timeframe and are comfortable owning project work. You take pride in precision, accuracy and speed but are not afraid to take risks in your deliverables. Creativity is an asset as well as the ability to work within a team environment.

**You have**:

- At least 2 years of post-secondary education in a relevant field
- Minimum 2+ years of experience working in a contact center environment
- 2 years of hands-on experience gaining relevant knowledge of processes, systems, and teams in a call center setting (including Genesys or any other agent facing systems such as Salesforce, Aspect etc)
- Minimum 1 year work experience with Database Management Systems (e.g. Power BI, SQL, etc.)

**Pay Band: 5**

**Posting Deadline: September 24, 2024**

At Vancity we’re dedicated to being an inclusive, anti-racist organization with a workforce that reflects the diversity of the communities we serve.

Vancity is an inclusive and equitable employer and actively seeks to advance racial equity, inclusion and belonging across the organization. Vancity offers required accommodations in all stages of the recruitment process. If you require an accommodation, please advise us, and we will work with you to meet your needs

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