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Data Analyst
2 months ago
This role is accountable for the day-to-day analytics of inbound, chat, and outbound 3rd party vendor performance, including performance management and incentives. The successful candidate will focus on the analysis of performance metrics to support business plans and maximize performance.
Key Responsibilities- Provide meaningful analysis and performance insights to support business plans and maximize performance.
- Foster a customer-centric attitude and build effective relationships with anyone connected to the customer (support or front-line).
- Critically evaluate information gathered from multiple sources, reconcile conflicts, interpret high-level information to glean details, and abstract upwards from low-level information to assemble a general understanding.
- Support the launch of new programs through incentive models, business flow updates, and updating reporting dashboards and SQL tables.
- Analyze vendor performance (cost, quality, productivity, satisfaction), and identify trends and opportunities, issues, concerns, and successes.
- Provide 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.
- Create and monitor Call Centre performance reports (aftermarket, conversion, OTM, etc.).
- Analyze incentive programs, delivering key insights and strategic recommendations to the vendor management team.
- Prepare detailed reports and trend analysis so that decision-makers can quickly react.
- Provide qualitative and quantitative reporting on all issues identified.
- Create reporting to clearly display insights and communicate findings to business partners.
- Act 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.
- Provide weekly recap of forecast based on planned activities through the issuance of dashboards and performance metrics.
- Provide ad-hoc analysis reports to business units as required.
- 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.
This position is frequently called upon to reach agreement with others in order to complete work activities; requires presenting a point of view at times, and influencing others to adopt a course of action.
