Customer Service Analyst

**Division**:
Strategic Communications and Public Affairs

**Important Notices & Amendments**:
Approximate Duration: 12 to 18 months.

**About Us**:
Serving a diverse urban and rural population of more than 475,000, Niagara Region is focused on building a strong and prosperous Niagara. Working collaboratively with 12 local area municipalities and numerous community partners, the Region delivers a range of high-quality programs and services to support and advance the well-being of individuals, families and communities within its boundaries. Nestled between the great lakes of Erie and Ontario, the Niagara peninsula features some of Canada’s most fertile agricultural land, the majesty of Niagara Falls and communities that are rich in both history and recreational and cultural opportunities. Niagara boasts dynamic modern cities, Canada’s most developed wine industry, a temperate climate, extraordinary theatre, and some of Ontario’s most breathtaking countryside. An international destination with easy access to its binational U.S. neighbour New York State, Niagara attracts over 14 million visitors annually, as well as a steady stream of new residents and businesses.

At Niagara Region, we value diversity - in background and experience. We are proud to be an equal opportunity employer. We aspire to hire and grow a workforce reflective of the diverse community we serve. By doing so, we can deliver better programs and services across Niagara.

For the Region's full employee equity statement, Working at Niagara Region - Niagara Region, Ontario.

**Don’t have every qualification?**

Job Summary

Reporting to the Customer Service Program Manager, the Customer Service Analyst is responsible for the collection and analysis of Call Centre data for the purpose of promoting the use of the data collection tools, and for coordinating the collection and analysis of pandemic screening data.

Education
- Post-secondary degree or diploma in Data Analytics, Public Health, or relevant field.
- An equivalent combination of education, knowledge and experience may be considered.

Knowledge
- Minimum of 3 years in data collection, analysis, evaluation, report writing and knowledge translation.
- Minimum of 3 years’ experience in a call centre or front-line customer service focused environment
- Experience working with provincial and regional standards and reporting requirements and/or municipal service sector is preferred.
- Experience working with partnerships/collaborations, preferably community-based is preferred.
- Demonstrated analytical skills and experience in implementing real-time solutions based on the analysis of the data
- Knowledge and experience in data acquisition, coordination, analysis, interpretation, reporting and management.
- Knowledge of and experience in program/project evaluation.

**Responsibilities**:
Supports action planning through research, data collection, analysis, reporting, evaluation and information to support informed decision making and planning of the call centre and customer service level response. (30% of time)
- Identifies data needs, identifies data sources and works with invested parties to negotiate access to various sources of data.
- Identifies KPIs used to evaluate the program outcomes and success.
- Creates and manages databases and other reporting tools.
- Cleans and analyzes raw data, ensures accuracy.
- Acquires and analyzes data for the call centre, monitors and reports on trends.
- Makes recommendations to amend the existing call centre scheduling, processes and resources and tools available based on the data collected and analyzed.
- Develops outcomes/evaluation frameworks.

Leads the ongoing maintenance of the knowledge base and other customer service tools used by the team and takes action to ensure proper communication is shared in a timely manner in accordance with Provincial and/or Public Health direction, legislation updates and changes in procedures. (30% of time)
- Monitors the information in the knowledge base and other call centre tools to ensure accuracy and timeliness of updates are shared and made available to the team.
- Provides custom presentations and/or written reports of call centre for key invested parties as required.
- Assists in the communication plan strategies in advance of any changes needed to the call centre procedures, tools or program.
- Creates custom solutions (including tools, and implementation process) for specific and unique operational demands.
- Supports the on going maintenance of learning resources leveraged for the Waste Info Line.

Provides backup to the Supervisor Customer Service by providing support to the Customer Service Associates and Couriers, assisting with real-time schedule updates in response to changing demands, and coordination of work. (20% of time)
- Coordinates the work of the call centre team and Waste Info Line team including manages schedules of available resources as needed.
- Fields inquiries from call centre staff regar