Remote Member Contact Ops Analyst (20-Month)

Vancity; 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 to enable data-driven improvements in member experience. The role blends analytics, reporting, and cross-functional collaboration to translate business needs into actionable requirements.

Based in Surrey with hybrid work options and on-site events, the position reports to the Team Manager, Member Contact Operations. A strong foundation in Genesys Cloud and data platforms is essential.

Qualifications

• At least 2 years of post-secondary education in a relevant field (e.g., Data Analytics, DB Admin)
• Minimum 2+ years of experience in a contact center environment
• 1+ year backend administrative experience with Genesys Cloud Platform
• Minimum 1+ year experience with database management systems (Power BI, SQL)
• Strong analytical and problem-solving skills with attention to detail
• Self-driven persistence in conducting deep data analysis to gain insights
• Ability to communicate requirements into technical specs

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

Skills

Genesys Cloud admin

Data analytics

SQL

Power BI

Stakeholder comms

Report development

Agile/waterfall

Education

Data analytics degree

DB admin background

Tools

Genesys Cloud

Snowflake

App Foundry

Kibana

Job description

Vancity is seeking a Member Contact Operations Analyst to enable data-driven improvements in member experience. The role blends analytics, reporting, and cross-functional collaboration to translate business needs into actionable requirements.

Based in Surrey with hybrid work options and on-site events, the position reports to the Team Manager, Member Contact Operations. A strong foundation in Genesys Cloud and data platforms is essential.