Contact Center Operations Analyst

2 weeks ago

Surrey, British Columbia, Canada Vancity Full time
About the Role

We are seeking a highly skilled Contact Center Operations Analyst to join our team at Vancity. As a key member of our operations team, you will play a critical role in driving business growth and improving member experience.

Key Responsibilities
  • Business Requirements Analysis: Define, analyze, and interpret business needs into clearly articulated business requirements documents, user stories, process models, and other associated deliverables.
  • Reporting and Analytics: Develop cross-functional reports, across various lines of business and databases, to cover business needs. Identify process or access changes required to support business needs and communicate these to stakeholders.
  • User Needs Analysis: Collaborate with end-users to analyze user needs and develop plans to create new and/or expand upon existing report templates in conjunction with the IT Team.
  • Project Execution: Actively contribute to project/program/product deliverables, in agile and waterfall methodology, and support the execution of design, build, test, training, and deployment.
  • Documentation and Communication: Create, maintain, and organize documentation for actively managed/updated documents for the reporting team and business stakeholders.
About You

We are looking for a skilled professional with:

  • Strong Analytical and Problem-Solving Skills: Ability to work with business stakeholders to gather, translate, and document key data requirements to configure reports that align with their needs.
  • Solutions-Focused and Process-Oriented: Use database knowledge to build improvements to tools, reports, and processes to meet department requirements, while maintaining documentation for all reporting processes.
  • Excellent Communication and Interpersonal Skills: Leverage exceptional communication and interpersonal skills to provide best advice, explanations, and responses to inquiries.
  • Self-Starter and Team Player: Ability to work independently, initiate or drive projects, and collaborate with team members to achieve business objectives.
  • Technical Expertise: Familiarity with contact center operations, database management systems, and reporting platforms.
Requirements
  • Education: At least 2 years of post-secondary education in a relevant field.
  • Experience: Minimum 2+ years of experience working in a contact center environment, with hands-on experience in database management systems and reporting platforms.
  • Skills: Strong analytical and problem-solving skills, excellent communication and interpersonal skills, and ability to work independently and collaboratively.

Pay Band: 5

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