Data-Driven Decision Maker

2 weeks ago

Markham, Ontario, Canada Enercare Inc. Full time

Enercare Inc. offers a competitive salary of $80,000 to $120,000 per year, depending on experience and qualifications.

Job Description:

The Performance Analyst, Contact Centre will play a critical role in driving decision-making, optimizing operational performance, and working with the vendor management team in driving 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.

Main Responsibilities:
  • Analysis: 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: Ensure that where KPIs are not being met, there are additional analysis of trends and root cause drivers with proactive deep dives with insights on reasons and next best actions.
  • Vendor Performance Management: Work with Vendor Management team across multiple contact center sites while driving continuous improvement in vendor performance.
  • Data Management: 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: Utilize advanced statistical techniques and predictive modeling to forecast customer behavior, identify risks, and optimize resource allocation strategies.
  • Insights Generation: 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 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:
  • 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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