Customer Care Data Analyst

2 months ago

Toronto, Ontario, Canada LCBO Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Customer Care Data Analyst. This is an exciting opportunity to work with a leading organization in the beverage alcohol industry, where you will have the chance to make a meaningful impact on our customer care operations.

Key Responsibilities
  • Monitor and evaluate customer care performance metrics, such as call volumes, response and wait times, and customer satisfaction.
  • Analyze and track data and statistics using industry-standard methodologies.
  • Conduct data mining and provide detailed analysis from all communications channels.
  • Prepare detailed analysis, including interpretations, issue/trend analysis, and provide recommendations to critical stakeholders.
  • Communicate productivity statistics for all periods to support continuous customer-facing and internal improvements.
  • Analyze and maintain telecommunications technical functions.
  • Administer overall hardware/software configuration.
  • Contribute to documentation, technical planning, and other critical stakeholder meetings.
  • Communicate gaps and/or inaccuracies and recommend and implement system enhancements where applicable.
  • Investigate and rectify internal and external discrepancies.
  • Maintain data inventory and service logs.
  • Foster partnerships with internal groups and service providers to ensure quality service.
  • Participate in systems projects aimed at improving the effectiveness of servicing processes.
  • Conduct regular telephone system audits, report findings, and initiate corrective action with appropriate IT support organizations.
About You

To be successful in this role, you will need to have:

  • Successful completion of related post-secondary education.
  • 2-3 years' experience working in data analytics.
  • 2-3 years' experience working in telecommunications with telephony systems.
  • Knowledge and ability to perform data gathering, analysis using contemporary tools, and includes the ability to complete well-thought-out and detailed report preparation acquired through demonstrated experience.
  • Experience conducting quality assurance initiatives in a contact center/customer service environment.
  • Experience working with operational metrics and performance standards.
  • Advanced MS Office Suite skills (PowerPoint, Word, and Excel).
What We Offer

We offer a comprehensive suite of benefits, including access to an Employee & Family Assistance Program, a Defined Benefit Pension, discounts on products and services via Workperks, and much more.

We foster a culture of inclusion and belonging, so everyone feels valued, respected, and heard. The LCBO is an equal opportunity employer and committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

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