Customer Support Analyst

1 month ago

Toronto, Ontario, Canada LCBO Full time

Position Overview

Assess and review Customer Support performance indicators, including call volumes, response times, and customer satisfaction levels. Collect and analyze data and statistics utilizing industry-standard practices. Execute data mining and deliver comprehensive analysis across all communication channels (telephone, email, internet, etc.). Generate in-depth reports that include interpretations, trend analysis, and actionable recommendations for relevant stakeholders. Share productivity metrics for various periods (daily, weekly, monthly, and annually) to facilitate ongoing enhancements in customer service and internal processes. Evaluate and sustain telecommunications technical operations. Oversee the overall configuration of hardware and software systems. Contribute to documentation, technical strategy, and essential stakeholder meetings. Identify and communicate gaps or inaccuracies, recommending and implementing system improvements where necessary. Investigate and resolve discrepancies both internally and externally. Maintain data inventories and service logs meticulously. Build partnerships with internal teams and service providers to ensure high-quality service delivery. Engage in system projects aimed at enhancing the efficiency of service processes. Conduct regular audits of telephone systems, report findings, and initiate corrective actions with appropriate IT support teams.

Candidate Profile

Completion of relevant post-secondary education. 2-3 years of experience in data analytics. 2-3 years of experience in telecommunications, specifically with telephony systems. Proficient in data gathering and analysis using contemporary tools such as Power BI and MicroStrategy, with a strong ability to prepare detailed reports based on demonstrated experience. Background in conducting quality assurance initiatives within a contact center or customer service setting. Familiarity with operational metrics and performance standards. Advanced skills in MS Office Suite (PowerPoint, Word, and Excel).

We provide a comprehensive benefits package, including access to an Employee & Family Assistance Program, a Defined Benefit Pension, and discounts on various products and services.

Join Us

Be part of an organization that challenges you while allowing you to reach your full potential. Contribute positively to the support of local businesses and communities. Experience a safe, healthy, diverse, inclusive, and accountable workplace where your well-being is prioritized. At LCBO, your contributions are valued and respected as we invest in our people and technology to transform our organization.

We promote a culture of inclusion and belonging, ensuring everyone feels valued, respected, and heard. LCBO is an equal opportunity employer committed to providing employment accommodations in accordance with applicable human rights codes and accessibility legislation.

Important Note:

Please submit your resume through the designated platform by the specified deadline. We appreciate your interest and will only contact those selected for an interview.

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