Data Analyst Contact Centre

2 weeks ago

Edmonton, Canada Canadian Mental Health Association Edmonton Region Full time

**Identifying Information**

Job Title : Data Analyst Contact Centre

Reports to: Senior Manager, System Services

Salary : $30 - $40/hour

Job Type : Casual

Hours of work : 10hrs/week

Job Status : Contract/Temporary (until 31 March 2025)

**Organization Summary**

CMHA Edmonton is a non-profit organization that envisions mentally healthy people in caring communities. We work to increase awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress including those affected by mental illness or suicide by providing crisis intervention; safe, long term and affordable housing; peer connections; suicide grief and family support; advocacy and wayfinding; and providing opportunities to improve your wellness.

Join us and make a difference in the lives of individuals and families affected by mental illness and stressful situations including abuse, violence, and suicide.

**Job Summary**

This position will report to Senior Manager System Services. Data Analyst will be responsible for analyzing and interpreting contact center data to optimize workforce management, scheduling, and performance. This role focuses on creating insightful dashboards, extracting actionable insights from daily operations, and driving data-driven decisions to improve scheduling efficiency and key performance indicators (KPIs).

By ensuring accurate data collection, analysis, and reporting, the analyst supports management in optimizing workforce allocation, minimizing inefficiencies, and enhancing the customer experience. This role leverages advanced analytics tools to align workforce strategies with organizational goals and deliver operational excellence.

**Job Duties and Responsibilities**
- Perform in-depth analysis of historical and real-time data to identify trends, patterns, and insights for workforce optimization.
- Create and maintain interactive dashboards and reports to provide actionable insights into key performance indicators (KPIs) and workforce metrics.
- Support Workforce Forecasting: Assist in forecasting call volumes and staffing needs by analyzing historical data and predicting future trends. Collaborate with different program area stakeholder to design efficient schedules that align staffing levels with forecasted demand.
- Deliver actionable recommendations to leadership based on analysis of workforce and contact center performance data.
- Work closely with IT, operations, training and quality team to integrate data sources and improve reporting accuracy.
- Utilize tools such as SQL, API, Power BI, Python, JSON scripting or similar platforms to manage and analyze large datasets, ensuring robust and reliable decision support.

**Qualifications**:

- Bachelor’s degree in science/Statistics, Computer Science, or related field; master’s degree preferred.
- Proven experience, minimum 5-7 years, preferably within a contact center environment.
- Strong proficiency in analytical tools such as Excel, Python, SQL, Power BI, Tableau, or similar platforms for data visualization and reporting.
- Demonstrated ability to analyze complex datasets, identify trends, and generate actionable insights to optimize workforce performance and scheduling.
- Familiarity with contact center metrics and KPIs, including service levels, occupancy, adherence, and forecasting accuracy.
- Attention to detail and organizational skills to manage and process large datasets accurately and efficiently.
- Strong problem-solving skills with the ability to think critically and independently address challenges.
- Effective communication skills to present data findings clearly and collaborate with team members and stakeholders.
- Ability to work both independently and as part of a team to support cross-functional initiatives and ensure data-driven decision-making.
- Basic understanding of statistical techniques and modeling to enhance forecasting and operational planning.

**Additional Requirements**:
**Closing Date** **:Dec 4, 2024**

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability, or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors.

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