Data Analyst

3 weeks ago

Toronto, Ontario, Canada SiriusXM Full time

As a key member of our team, you will be responsible for providing actionable insights and data-driven recommendations to support business growth and improvement.

Reporting to the Senior Manager, Call Centre Sales and Retention Reporting & Analytics, you will be accountable for the day-to-day analytics of inbound, chat and outbound 3rd party vendor performance, including performance management and incentives.

Key responsibilities include:

  • Providing meaningful analysis and performance insights to support business plans and maximize performance.
  • Fostering a customer-centric attitude and building effective relationships with anyone connected to the customer (support or front-line).
  • Critically evaluating information gathered from multiple sources, reconciling conflicts, interpreting high-level information to glean details, and abstracting upwards from low-level information to assemble a general understanding.
  • Supporting the launch of new programs through incentive models, business flow updates, and updating reporting dashboards and SQL tables.
  • Analyzing vendor performance (cost, quality, productivity, satisfaction), and identifying trends and opportunities, issues, concerns, and successes.
  • Providing feedback and market intelligence to Operations, CRM, Workforce Training, and Quality to improve tools and resources as it relates to support, pricing, and marketing initiatives.
  • Creating and monitoring Call Centre performance reports (aftermarket, conversion, OTM, etc.).
  • Analyzing incentive programs, delivering key insights and strategic recommendations to the vendor management team.
  • Preparing detailed reports and trend analysis so that decision-makers can quickly react.
  • Providing qualitative and quantitative reporting on all issues identified.
  • Creating reporting to clearly display insights and communicate findings to business partners.
  • Acting as a liaison with Call Centre Operations, Aftermarket, Conversion, and Information Technology teams on system enhancement requirements.
  • On-going auditing of systems to ensure data accuracy and agent compliance to processes.
  • Providing weekly recap of forecast based on planned activities through the issuance of dashboards and performance metrics.
  • Providing ad-hoc analysis reports to business units as required.

Requirements include:

  • Bachelor's degree in data science, computer science, statistics, mathematics, or a related field.
  • 2+ years of experience in data analysis, modelling, or governance. Prior experience with subscription-based services or call center analytics is highly beneficial.
  • Proficiency in SQL and Python within cloud environments.
  • Experience with ETL processes, data modelling, and database querying.
  • Advanced proficiency in Excel and BI tools such as Power BI or Tableau.
  • Familiarity with machine learning and AI techniques as a strong asset.
  • Knowledge of automation tools and methodologies to streamline data processes.
  • Strong analytical and quantitative skills, including a thorough understanding of interpreting business needs and translation into application and operational requirements.
  • Working knowledge of database marketing mechanics.
  • Strong presentation skills.
  • Ability to simultaneously manage multiple analytics projects and deliverables.
  • Excellent communication skills (written and verbal).
  • Bilingual Spoken (English and French) is a definite asset.

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