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Contact Centre Analytics Lead

2 months ago

Markham, Ontario, Canada Enercare Full time

About the Role

The Performance Optimization Specialist, Contact Centre will play a critical role in driving strategic decision-making, optimizing operational performance, and collaborating with the vendor management team to drive performance. This position offers an exciting opportunity for a dynamic leader with strong analytical skills, financial acumen, and a passion for leveraging data to drive business results.

Key Responsibilities

  • Analysis and Insights: Lead the development and execution of analysis to align with organizational goals. Conduct in-depth analyses to identify trends, opportunities, and areas for improvement.
  • Performance Measurement and Improvement: Ensure that where key performance indicators (KPIs) are not being met, there are additional analyses of trends and root cause drivers with proactive deep dives with insights on reasons and next best actions.
  • Vendor Performance Management: Collaborate with the Vendor Management team across multiple contact center sites while driving continuous improvement in vendor performance.
  • Data Management and Governance: Ensure the accuracy and reliability of data sources by overseeing data collection, validation, and aggregation processes. Develop and maintain data governance policies to safeguard data integrity.
  • Predictive Modeling and Forecasting: Utilize advanced statistical techniques and predictive modeling to forecast customer behavior, identify risks, and optimize resource allocation strategies.
  • Insights Generation and Communication: Generate actionable insights from data analysis to support decision-making at all levels of the organization. Translate complex data findings into clear and concise recommendations for operational improvements.
  • Reporting and Visualization: Collaborate with the Data Science and Analytics (DS&A) team to ensure that required reporting dashboards and visualization tools evolve to have insights to manage the business. Ensure effective communication of performance metrics and insights to key stakeholders.
  • Cross-Functional Collaboration: Collaborate with cross-functional teams, including marketing, sales, and customer experience, to align analytics initiatives with business objectives and drive continuous improvement efforts.

Qualifications and Requirements

  • Bachelor's degree in Statistics, Mathematics, Computer Science, Business Analytics, or a related field.
  • Minimum of 4-5 years of experience in data analytics, business intelligence, or performance management roles, preferably within a contact center or customer service environment.
  • Demonstrated experience in leading analytics and insights initiatives, including performance measurement and financial reporting.
  • Experience in Contact Centre Operations, planning, and workforce management principles.
  • Proficiency in process mapping and change management methodology.
  • Proficiency in quantitative analysis, statistical modeling, and data visualization techniques.
  • Strong managerial skills with the ability to motivate cross-functional teams.
  • Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders.
  • Strategic mindset with the ability to translate business objectives into actionable insights.
  • Proficiency in data analysis tools and programming languages such as SQL, Python, or R.
  • Customer-oriented mindset with a focus on delivering exceptional customer experience.