Analyst, one Voice Contact Centre

**Job Description**:
***Please note this is a fully remote role**

The incumbent will work within the Digital and Technical Client Relations team and will be responsible for driving, analyzing, proposing, and implementing efficiencies on contact centre operations. The Analyst - “One Voice” Contact Centre will also support new initiatives and projects by contributing to their development, testing, and implementation.

**Responsibilities**:

- Analyze trends, observe and utilize analytical thinking to improve customer satisfaction and retention
- Prepare daily, weekly and monthly department operating reports summarizing results from all departmental KPI’s
- Execute queries, reports and analysis of current business needs as required
- Provide project support through: business case development, scoping, business requirements determination, risk assessment, User Acceptance Testing (UAT), test script development, training, implementation & Business Requirements Document preparation
- Work and collaborate with CH, HFS and CRM for all activities, related to the administration of data, databases, analyzing trends and/or reconciling data for department initiatives.
- Ensure departmental Standard Operating Procedures remain current as business processes evolve
- Stay current with industry trends and best practices on business processes and make recommendations to management to maintain HFS and CH competitive position.
- Maintain effective communication within the department to ensure adherence to policies and procedures
- Collaborate with team members to ensure the overall success of the department
- Make recommendations to improve processes and enhance customer satisfaction
- Advanced knowledge of Social Networking platforms, including but not limited to: Facebook, Twitter, Instagram, Linkedin, Youtube, Reddit, Imgur, Yelp etc.
- Make business decisions to support the Honda, Acura and Motorcycle-Power Equipment brand to build loyalty and retention while maintaining the company’s best interest in mind.
- Ensure no privacy breaches occur through proper verification of customers and cautious handling of all customer information
- Ensure records management compliance on all customer information
- Monitor, correct and escalate customer data hygiene issues with internal CH/HFS departments
- Participate in special projects/assignments
- Comply with Sarbanes-Oxley Act (SOX) as it pertains to HCFI internal controls within your day to day job function. Adherence of the following would include but not be limits to:

- Code of Business Ethics/Conduct
- Business and operational policies and procedures

Qualifications:

- University/College Degree/Diploma required, CEGEP, or equivalent
- Minimum 3 years of customer service/call centre experience in a related field
- Excellent understanding of Honda’s policies and procedures
- Knowledge of Honda databases (i.e. warranty, parts, techline, quality engineering, legal) a definite asset
- Strong knowledge and understanding of Social Media platforms.
- Must possess strong proficiency in: Word, Excel, PowerPoint, Access, DB2, Socrates, CASS, Salesforce, Webi and Tableau.
- Flexible, adaptable, quick and able to meet shifting priority in a fast-paced environment.
- Excellent statistical analysis and problem solving skills. The ability to grasp complex issues and present proactive countermeasures.
- Ability to work independently under pressure within strict deadlines and work irregular workdays and overtime (as required).
- Bilingual (English/French) is a definite asset
- Develops and maintains good working relationships and all members of the team.
- Develops and maintains good working relationships within Honda North America as well as all other internal and external stakeholders.
- Enjoys team-building approach of management and department - shares results.

Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation will take into account the applicant’s accessibility needs.

LI-Remote