Analyst, Contact Centre Reporting and Analytics

SiriusXM; Toronto; On-site; CAD 60,000 - 100,000; Full time

Job summary

Une entreprise de technologie de premier plan cherche à recruter un analyste de données pour gérer l'analyse des performances des centres d'appels. Vous serez responsable de fournir des informations stratégiques pour améliorer les performances, soutenir le lancement de nouveaux programmes et rédiger des rapports détaillés. Le candidat idéal possède un diplôme en sciences, 2 ans d'expérience en analyse, et maîtrise SQL et Python. Un environnement de travail dynamique vous attend, avec un accent sur les relations clients.

Qualifications

• Diplôme requis en science des données, informatique ou secteur similaire.
• Expérience de 2 ans en analyse de données, particulièrement dans les services d'abonnement.
• Connaissance des processus ETL et des outils BI nécessaires.

Responsibilities

• Analyser la performance des fournisseurs et préparer des rapports de tendances.
• Créer des analyses ad-hoc et des tableaux de bord pour les équipes commerciales.
• Collaborer avec d'autres équipes pour améliorer les outils et ressources.

Skills

SQL

Python

Analyse des données

Compétences analytiques

Communication

Bilingue (Anglais et Français)

Education

Bachelor’s degree in data science, computer science, statistics, mathematics

Tools

Power BI

Tableau

ETL processes

Job description

Reporting to the Senior Manager, Call Centre Sales and Retention Reporting & Analytics

This position will be accountable for the day-to-day analytics of inbound, chat and outbound 3rd party vendor performance, including performance management and incentives. The role will focus on the analysis of performance metrics.

Accountabilities

• Provide meaningful analysis and performance insights to support business plans and maximize performance.
• Fosters a customer-centric attitude and builds effective relationships with anyone connected to the customer (support or front-line).
• Critically evaluating information gathered from multiple sources, reconciling conflicts, interpreting high-level information to glean details, and abstracting upwards from low-level information to assemble a general understanding.
• Support the launch of new programs through incentive models, business flow updates, and updating reporting dashboards and SQL tables.
• Analyzes vendor performance (cost, quality, productivity, satisfaction), and identifies trends and opportunities, issues, concerns, and successes.
• Provide feedback and market intelligence to Operations, CRM, Workforce Training, and Quality to improve tools and resources as it relates to support, pricing, and marketing initiatives.
• Create and monitor Call Centre performance reports (aftermarket, conversion, OTM, etc.)
• Analyses incentive programs, delivering key insights and strategic recommendations to the vendor management team.
• Prepare detailed reports and trend analysis so that decision-makers can quickly react.
• Provide qualitative and quantitative reporting on all issues identified.
• Create reporting to clearly display insights and communicate findings to business partners.
• Act as a liaison with Call Centre Operations, Aftermarket, Conversion, and Information Technology teams on system enhancement requirements.
• On-going auditing of systems to ensure data accuracy and agent compliance to processes.
• Provide weekly recap of forecast based on planned activities through the issuance of dashboards and performance metrics.
• Provide ad-hoc analysis reports to business units as required.

Knowledge and Skill Requirements

Level of Education

• Bachelor’s degree in data science, computer science, statistics, mathematics, or a related field.

Job-related Experience

• 2+ years of experience in data analysis, modelling, or governance. Prior experience with subscription-based services or call center analytics is highly beneficial.

Skills & Background

• Proficiency in SQL and Python within cloud environments.
• Experience with ETL processes, data modelling, and database querying.
• Advanced proficiency in Excel and BI tools such as Power BI or Tableau.
• Familiarity with machine learning and AI techniques as a strong asset.
• Knowledge of automation tools and methodologies to streamline data processes.
• Strong analytical and quantitative skills, including a thorough understanding of interpreting business needs and translation into application and operational requirements.
• Working knowledge of database marketing mechanics.
• Ability to simultaneously manage multiple analytics projects and deliverables.
• Excellent communication skills (written and verbal).
• Bilingual Spoken (English and French) is a definite asset.

Communications

This position is frequently called upon to reach agreement with others in order to complete work activities; requires presenting a point of view at times, and influencing others to adopt a course of action.

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