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Business Analyst

2 weeks ago

Oshawa, Canada The MEARIE Group Full time

**Business Analyst - Customer Service**

**Position Summary**

Reporting to the Manager of Customer Service, the **Business Analyst** will be responsible for customer information systems support, providing accurate and reliable data for real-time use, record keeping, data analytics and business intelligence, while automating processes to free up resources and time.

This position will analyze critical raw data to develop and maintain business performance reporting and analytics, to provide insight on customer behaviours and needs, with the goal of identifying actionable recommendations on optimizing customer engagement. Working closely with Communications and other business leaders, the Business Analyst will use data driven findings to inform strategies to drive improvements to the overall customer experience. This position will be a key resource in understanding and acting as a liaison with IT and external vendors in maintaining the underlying customer service systems to ensure effective operation and accurate reporting.

**Responsibilities and Duties**
- Analyzes and manages all reporting requirements as related to Customer Service productivity to support both tactical and strategic decisions, including management KPIs, Corporate Scorecard and OEB requirements.
- Development of SQL queries to facilitate data extraction from source systems for reporting and analysis
- Analyze and interpret reporting results to identify trends and provide insights on customer behaviours and needs. Based on findings, prepares and communicates results and recommendations to various levels of management. Prepares graphs, spreadsheets, reports, and PowerPoint presentations as required.
- Continually reviews and analyzes data maintenance processes to enhance data integrity. Generates and maintains documentation of reporting procedures to ensure data accuracy, integrity and efficiency. Investigates and troubleshoots reporting issues and problems.
- Assist with the development of policies and procedures for improving the service provided to customers
- Assist in developing process controls required to manage the billing and collection processes
- Maintains working knowledge of OEB Regulatory requirements as it pertains to customers and keeps informed of changes to policies, procedures, reporting requirements and regulations to ensure compliance
- Provide support to Finance and Regulatory in extracting billing data for purposes of month end close processes and reporting to the OEB;
- Proactively identify opportunities for increasing quality of service for our customers and deliver solutions that create efficiencies and add value to the overall operation of the department and improve the overall customer experience
- Develop tools to automate report creation and other processes to create operational efficiencies within the department
- Develop and maintain effective and collaborative cross-functional relationships to foster a team approach to optimizing customer service
- Assist with mapping out the customers’ experience through various touch points in the organization determining opportunities for improvement
- Develop and maintain “how to” manuals for agents and provide training sessions to the agents on process changes
- Performs ad hoc duties in accordance to business needs

**Qualifications**
- Bachelor’s degree with at least 3 years of experience in reporting and/or business analytics
- Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).
- Proficient in analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
- Experience identifying operational issues and recommending and implementing strategies to resolve problems.
- Demonstrated proficiency at consolidating data from numerous sources to create presentations for all levels of management and other stakeholders
- Advanced working knowledge of SQL, Tableau, Power BI, Excel, and other tools related to queries and data management
- Expertise with data manipulation, reporting techniques, and report automation
- Strong analytical problem solving skills with ability to critically evaluate business problems and find optimal solutions
- Highly organized and able to prioritize and handle a variety of tasks and responsibilities simultaneously and efficiently
- Experience within Utilities, Customer information systems, and industry processes considered an asset
- Energetic and enthusiastic team player, capable of working both independently and in a team environment with high attention to detail for accuracy, and initiative to follow up on items and get things done
- Experience in a customer service environment preferred, including exposure to technological systems
- Excellent communication skills - verbal and written and ability to adapt to meet needs of various stakeholders and aud