Contact Centre Reporting

ABOUT US

Our philosophy at The Travel Corporation (TTC) is simple, we create enriching experiences for travelers by combining an unbeatable mix of exceptional service and quality at great value.

As a global business with over 100 years of experience in the travel industry, our ethos of being 'Driven by Service', ensures we keep our values of passion, people and purpose at the heart of everything we do designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our award-winning brands and experience the TTC difference.

OUR VALUES

• Driven by service
• An inherent passion for travel
• Commitment to our customers and to our people
• Commitment to social responsibility and our 5-year sustainability strategy

POSITION SUMMARY

The Contact Centre Reporting & Integration Analyst will drive TTC's shift from an on premise system to a modern cloud based contact centre. This role ensures data is accurately sourced, structured, and integrated into our analytics environment to enable consistent, scalable reporting across regions.

Working closely with Commercial Reporting, IT, and Contact Centre leadership, this person will design data models, validate KPI readiness, and build automated reporting that delivers meaningful insights and strengthens operational and sales decision making.

KEY RESPONSIBILITIES

Data Integration & Management

• Integrate, validate, and maintain clean contact centre data from the new cloud based system into TTC's analytics environment.
• Build SQL datasets and partner with IT/vendors to resolve data issues and align structures with business needs.
• Ensure all critical contact centre KPIs are accurately captured and reportable.

Reporting & Automation

• Develop and enhance Power BI dashboards with the Contact Centre Performance Analyst.
• Automate reporting processes to ensure reliable, consistent data refreshes.
• Maintain consistent definitions and calculations across global reporting.

Analysis & Insight

• Write SQL queries to validate data accuracy and support performance analysis.
• Identify trends and opportunities to improve contact centre performance.

Collaboration & Governance

• Partner with business stakeholders, IT, and vendors to ensure alignment during and after system migration.
• Maintain governance of KPIs, data sources, and calculations.
• Support end-user adoption as new dashboards and reports roll out.

WHAT YOU BRING

• 3+ years of experience in analytics, reporting, or data integration.
• Strong SQL skills, including building and optimizing complex queries.
• Experience with cloud-based contact centre platforms and core performance metrics.
• Proficiency in Power BI (data modeling, visualization, and DAX).
• Strong analytical, communication, and cross-functional collaboration skills.
• High attention to detail with a focus on data accuracy and scalable processes.

What We Offer You

• Competitive Compensation - $19/hour plus performance-based incentives.
• Incentives & Rewards - Earn performance-based incentives based on customer satisfaction, upselling success, and service excellence. Spot Awards Recognition for exceptional service moments and outstanding teamwork.
• Growth Opportunities - Access to a learning budget, professional training programs, and career advancement pathways.
• Purpose-Driven Perks - Paid volunteer days and participation in sustainability-focused initiatives.

The Travel Corporation is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act ('AODA'). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.