Performance Analyst, Contact Centre

Posted Thursday, May 16, 2024 at 4:00 AM Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you. Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work! Role: Performance Analyst, Contact Centre Status: Permanent, Full TimeReports to: Director, Call Centre TransformationLocation: Hybrid - Markham Summary: The Performance Analyst, Contact Centre will play a critical role in driving decision-making, optimizing operational performance, and working with the vendor management team in driving performance. This position offers an exciting opportunity for a dynamic leader with strong analytical skills, financial acumen, and a passion for leveraging data to drive business results. Responsibilities: Analysis: Lead the development and execution analysis to align with organizational goals. Conduct in-depth analyses to identify trends, opportunities, and areas for improvement. Performance Measurement: Ensure that where KPI’s are not being met, there are additional analysis of trends and root cause drivers with proactive deep dives with insights on reasons and next best actions. Vendor Performance Management: Work with Vendor Management team across multiple contact center sites while driving continuous improvement in vendor performance. Data Management: Ensure the accuracy and reliability of data sources by overseeing data collection, validation, and aggregation processes. Develop and maintain data governance policies to safeguard data integrity. Predictive Modeling: Utilize advanced statistical techniques and predictive modeling to forecast customer behavior, identify risks, and optimize resource allocation strategies. Insights Generation: Generate actionable insights from data analysis to support decision-making at all levels of the organization. Translate complex data findings into clear and concise recommendations for operational improvements. Reporting and Visualization: Collaborate with the DS&A team to ensure that required reporting dashboards and visualization tools evolve to have insights to manage the business. Ensure effective communication of performance metrics and insights to key stakeholders. Cross-Functional Collaboration: Collaborate with cross-functional teams, including marketing, sales and customer experience, to align analytics initiatives with business objectives and drive continuous improvement efforts. Qualifications: Bachelor's degree in Statistics, Mathematics, Computer Science, Business Analytics, or a related field. Minimum of 4-5 years of experience in data analytics, business intelligence, or performance management roles, preferably within a contact center or customer service environment. Demonstrated experience in leading analytics and insights initiatives, including performance measurement and financial reporting. Experience in Contact Centre Operations, planning and workforce management principles. Proficiency in process mapping and change management methodology. Proficiency in quantitative analysis, statistical modeling, and data visualization techniques. Strong managerial skills with the ability to motivate cross-functional teams. Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders. Strategic mindset with the ability to translate business objectives into actionable insights. Proficiency in data analysis tools and programming languages such as SQL, Python, or R. Customer-oriented mindset with a focus on delivering exceptional customer experience. Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request. #J-18808-Ljbffr