Porter Airlines Inc.  Logo

Reporting Analyst, Customer Relations & Call Centre

Company Description

Porter Airlines is committed to delivering its signature ‘flying refined’ experience to customers across North America. Effortless travel and genuine hospitality are offered in style and comfort while restoring glamour and refinement to air travel. 

 

Porter is proud to be an Official 4 Star Airline® in the World Airline Star Rating®.

 

Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter. Details of growth plans to provide North America-wide service are available at flyporter.com.

Job Details

Reporting to the Director, Customer Relations and Call Centre, the Reporting Analyst will help 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 the contact centre and customer metrics using tools available such as ZenDesk, Tableau,  Amazon Connect.

DUTIES AND RESPONSIBILITIES:

  • Run daily reports

  • Create monthly reports and dashboard

  • Create agent schedules and forecasting

  • Maintain databases and perform updates as necessary to ensure accuracy 

  • Regularly examine data 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

  • Ensures accurate entry and submission of payroll hours for up to 100 team members into payroll systems by reviewing input for reasonableness and checking against input forms for accurate payroll processing

  • 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

  • Provide insight to procedural needs and make recommendations to improve efficiencies and expedite maximum workflow

  • Maintain strict adherence to Porter’s Code of Business Conduct

  • Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.

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: 

  • Very strong proficiency in Google Sheets, Microsoft Excel and Google Slides

  • Ability to maintain a high level of confidentiality

  • Experience with AWS (Amazon Connect) reporting and Tableau preferred

  • Strong written communication skills and grammatical accuracy

  • Positive customer-focused attitude with excellent organization skills and strong attention to detail

  • Mandatory COVID-19 Vaccination

NICE TO HAVE: 

  • Familiarity with ZenDesk

  • Experience with other reporting BI tools

  • Proficient in all Google Office products including Gmail

  • Experience with payroll

LOCATION: Toronto (250 Yonge Street)

  • September 13, 2022
  • 59-11-76

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