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Insights & Reporting Analyst engaging with internal partners to create reports and insights. Working on delivering actionable recommendations from data for business capabilities.
About the role
- Performance Monitoring: Track and analyze key performance indicators (KPIs) such as call abandonment rates, adherence to schedules, and service levels.
- Data Analysis & Insights: Identify trends, patterns, and root causes in call data to provide actionable recommendations for improving operational efficiency and customer service.
- Report Generation: Develop and present daily, weekly, and monthly performance reports and dashboards to management and key stakeholders.
- Process Improvement: Work with team leads and supervisors to implement strategies that improve agent productivity, reduce non-productive time, and optimize call flows.
- Collaboration: Partner with operations teams, data teams, and other departments to drive improvements and achieve departmental goals.
Requirements
- 5+ years in contact centre reporting and analysis in a world class customer service environment with a strong track record of success
- Thorough knowledge and extensive experience with Excel creating reports, charts, pivot tables, conducting analysis etc.
- Strong work ethic , leads by example and will ask for help when needed
- Strong team mentality and ability to partner towards common goals
- Flexible to work at different times to run this operation
- Advanced computer skills including proficiency with MS Office (MS Excel, PPT, Word)
- Proven record of high performance and achievement in past positions
- Exceptional analytical skills
- Excellent presentation building/delivery and communication skills
- Excellent relationship building skills – ability to work effectively with people at all levels in an organization
- Excellent at listening, making people feel heard and valued
- A believer in servant leadership and an eternal student of service
- Strong self-management and time-management skills with the ability to work independently without supervision in a fast-paced environment
- Team player, with a focus on supporting the team and company as a whole to achieve results in a constantly changing environment
- Skilled at leveraging resources, partnering, and communicating needs to leaders in a solutions-oriented way
- Attention to detail with strong documentation and follow up skills
- Fluent communication skills in English are required and bilingual skills in French are an asset
- Not required but an asset – experience with Genesys phone systems, Creatio CRM, service via email, chat, phone, etc.
Benefits
- Competitive compensation package that rewards and recognizes individual contributions
- Excellent health, dental and insurance benefits to meet the diverse needs of our employees
- Generous vacation time, fitness benefit, parental leave top-up options
- Matching contributions to our retirement program
- Commitment to the continuous improvement of our staff through learning & development and an education assistance program
- Regular social events to foster teamwork
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US
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