Performance Analyst

1 month ago

Markham, Ontario, Canada Enercare Inc. Full time
About the Role

Enercare Inc. is seeking a highly skilled Performance Analyst to join our Contact Centre team. As a key member of our analytics team, you will play a critical role in driving decision-making, optimizing operational performance, and working with our vendor management team to drive performance.

Key Responsibilities
  • Lead the development and execution of analysis to align with organizational goals, conducting in-depth analyses to identify trends, opportunities, and areas for improvement.
  • Ensure that where 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.
  • Work with the Vendor Management team across multiple contact center sites while driving continuous improvement in vendor performance.
  • Ensure the accuracy and reliability of data sources by overseeing data collection, validation, and aggregation processes, developing and maintaining data governance policies to safeguard data integrity.
  • Utilize advanced statistical techniques and predictive modeling to forecast customer behavior, identify risks, and optimize resource allocation strategies.
  • Generate actionable insights from data analysis to support decision-making at all levels of the organization, translating complex data findings into clear and concise recommendations for operational improvements.
  • Collaborate with the DS&A team to ensure that required reporting dashboards and visualization tools evolve to have insights to manage the business, ensuring effective communication of performance metrics and insights to key stakeholders.
  • Cross-functional collaboration with marketing, sales, and customer experience teams to align analytics initiatives with business objectives and drive continuous improvement efforts.
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 quantitative analysis, statistical modeling, and data visualization techniques.
  • 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.

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