Member Contact Analytics & Ops Analyst (20‑Month Contract)

Vancity (2.0); Surrey; Hybrid; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Living Wage Employer

Customizable Benefits

Generous Vacation

Extra Stat Holidays

Immediate Health Coverage

Defined Benefit Pension

Job summary

Vancity is seeking a Member Contact Operations Analyst (20-Month Contract) to transform business needs into actionable data requirements and deliver real-time and historical reporting. The role blends hybrid work from Surrey Central Office or BC-based home office with on-site events as needed.

You’ll bring 2+ years in contact centers, 1+ year Genesys Cloud admin, and strong analytics using Power BI/SQL. Join a living-wage employer focused on member experience.

Qualifications

• Post-secondary education in data analytics or related field.
• 2+ years of experience in a contact center environment.
• 1+ year back-end administrative experience with Genesys Cloud.
• 1+ year of experience with database management systems (Power BI, SQL).
• Strong analytical and problem-solving skills with attention to detail.
• Ability to translate business requirements into technical specifications.

Responsibilities

• Defining, analyzing and interpreting business needs into clear business requirements, user stories, and process models.
• Developing cross-functional reports using data from multiple sources to meet business needs.
• Identifying process or access changes required and communicating these to stakeholders.
• Collaborating with end users to create new or enhance existing report templates in conjunction with IT teams.
• Contributing to project deliverables in both agile and waterfall methodologies.
• Supporting design, build, test, training, and deployment phases of projects.
• Creating and maintaining documentation for reporting processes and actively managed documents.
• Managing end-user profiles and permissions on Genesys reporting platforms.
• Support Genesys Cloud admin, with an emphasis on A3S, Snowflake, App Foundry, Kibana etc.

Skills

Analytical thinking

Data analysis

Communication

Problem solving

Self-starter

Education

Post-secondary education in Data Analytics / Data Science

Tools

Genesys Cloud

Power BI

SQL

Kibana

Snowflake

App Foundry

Job description

Vancity is seeking a Member Contact Operations Analyst (20-Month Contract) to transform business needs into actionable data requirements and deliver real-time and historical reporting. The role blends hybrid work from Surrey Central Office or BC-based home office with on-site events as needed.

You’ll bring 2+ years in contact centers, 1+ year Genesys Cloud admin, and strong analytics using Power BI/SQL. Join a living-wage employer focused on member experience.