Reporting Analyst, Customer Relations & Call Centre

Reporting to the Director, Customer Relations and Call Centre, the WFM Reporting Analyst helps drive critical business decisions by analyzing metrics and designing reports. You will communicate these results to the managers and provide suggestions based on the findings. You will generate and interpret reports pertaining to contact centre and customer metrics using tools available such as Excel, Google Sheets, ZenDesk, Tableau, Amazon Connect and Sprout.

DUTIES AND RESPONSIBILITIES:

• Running Reports

• Run daily Amazon Connect, Zendesk & Tableau reports and update dashboards

• Create daily, weekly and monthly reports

• Forecasting: Create, maintain and update rolling 12 month forecasts

• Capacity Planning: Manage capacity plans for 5 lines of business in order to determine staffing, hours and hiring.

• Scheduling: Create agent schedules manually and using Injixo

• Vacation Planning: Create vacation calendar for up to 100 agents

• Employee Scorecard Management: Maintain monthly Agent scorecards with KPIs and performance ranking

• Budget: Use capacity plans to provide agent hours for budget submission into Prophix.

• Other duties:

• Review data sources as necessary to ensure accuracy 

• Regularly examine reports to locate and resolve mistakes throughout

• Ensure accurate daily, weekly and monthly reports for all call centre team members

• Accurately analyze and collect data for various types of business reports

• Create business reports that provide insight into key data points

• Communicate the results of data analysis in written and verbal form to managers

• Monitor agent telephony and adherence to call standards and generate telephony reports as required

BEHAVIOURAL COMPETENCIES:

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others 

• Teamwork:  Working collaboratively with others to achieve organizational goals

• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers) 

• Initiative: Proactively identifying issues and working with others to devise solutions 

• Results Focus: Focusing efforts on achieving high quality results in a manner complementary to the company 

• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus 

QUALIFICATIONS: 

• Expert-level proficiency in Google Sheets & Microsoft Excel

• Strong skills in Google Slides & Tableau

• Ability to maintain a high level of confidentiality

• Experience with scheduling software such as Injixo or others

• Strong written communication skills

• Positive customer-focused attitude with excellent organization skills

• Very strong attention to detail

NICE TO HAVE: 

• Familiarity with ZenDesk & Amazon Connect

• Experience with other reporting BI tools

• Proficient in all Google Office products including Gmail

LOCATION: Toronto (250 Yonge Street)