Data & Reporting Analyst

Reliance Home Comfort; Golden Horseshoe; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

Join a leading home services company as a Data & Reporting Analyst. You'll develop performance reports, analyze data trends, and collaborate with various teams. Enjoy competitive pay, career growth opportunities, and a supportive work environment.

Benefits

Training and development programs

Great benefits plan

Career advancement opportunities

Qualifications

• Experience in collections or call center environment.
• Ability to analyze call center data and identify trends.

Responsibilities

• Develop and maintain performance reports on call volume and agent productivity.
• Analyze data trends to identify improvement opportunities.

Skills

Data Analysis

Communication

Education

Post-secondary education

Tools

Excel

Power BI

Tableau

SQL

Job description

By joining Reliance as a Data & Reporting Analyst , you’ll become an important team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for team members who want to grow with us. At Reliance, we pride ourselves on providing limitless opportunities for growth and rewarding our team members for their success in many ways. If you’re ready to find your limitless – join us!

What do we offer?

• The tools you need to succeed – including the tools for the job as well as training and development programs
• A successful and knowledgeable team to be part of and learn from
• Competitive base pay plus the ability to earn more tied to your success – the only limit is your potential
• A great benefits plan for you / your family
• Career paths so you can advance in the company
• Awarded Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What will you do?

• Develop and maintain daily, weekly, and monthly performance reports on call volume, agent productivity, recovery rates, and service levels.
• Analyze data trends to identify improvement opportunities and provide actionable recommendations to management.
• Track key performance indicators (KPIs) such as call abandonment rates, average handle time (AHT), and first call resolution (FCR).
• Create and present reports using Power BI, Tableau, and Excel for clear data visualization.
• Forecast call volumes and performance outcomes based on historical trends.
• Collaborate with Collections Operations, Workforce Management, and Quality Assurance teams to align reporting with business objectives.
• Support process improvements by enhancing reporting efficiency and data accuracy.
• Conduct ad-hoc analysis to help drive informed decision-making and operational enhancements.

What do you bring?

• Post-secondary education (University Degree, College Diploma or equivalent).
• Proven experience in collections, call center environment or a similar role involving data analysis and reporting.
• Ability to analyze call center data to identify trends, patterns, and areas for improvement.
• Familiarity with tools like Excel, Power BI, Tableau, and SQL for creating and managing reports.
• Strong verbal and written communication skills to effectively present findings and recommendations.
• Ability to identify issues and propose solutions based on data analysis.
• Knowledge of call center software and CRM systems.

Why Reliance?

As a leader in home services and energy-efficient solutions for over 60 years, Reliance Home Comfort (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Headquartered in Toronto, Reliance employs over 2,700 team members across 28 branches in Canada and two locations in the United States. Reliance has been certified as a Great Place to Work in 2024 and recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital for eight consecutive years since 2016. Reliance remains focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.

Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds, including minorities and those with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

For more information, please visit www.reliancehomecomfort.com .

Additional Information

• LI-Hybrid
• Seniority level : Entry level
• Employment type : Full-time
• Job function : Information Technology

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