80-00-73

Company Description

Porter Airlines has revolutionized short-haul flying with a warm and effortless approach to hospitality, restoring glamour and refinement to air travel. Porter is an Official 4 Star Airline® in the World Airline Star Rating®.

The airline currently offers flights to Toronto, Ottawa, Montreal, Quebec City, Fredericton, Saint John, Moncton, Halifax, St. John’s, Stephenville, N.L,  Thunder Bay, Sault Ste. Marie, Sudbury, Timmins, Windsor, New York (Newark), Chicago (Midway), Boston and Washington (Dulles), and has seasonal flights to Mt. Tremblant, Que., Muskoka, Ont., and Myrtle Beach, S.C.

Job Description

FUNCTION: Reporting to the Director, Customer Relations and Call Centre, the Reporting Analyst, Customer Relations and Call Centre 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 ZenDesk, Tableau, CloudWatch, Amazon Connect, DynamoDB, ElasticSearch and Kibana. 

DUTIES AND RESPONSIBILITIES:
  • 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
  • 45% of your time will involve forecasting and capacity planning
  • 40% of your time will involve historical reporting at the centre, agent, team, and channel level
  • 15% of your time will be spent on payroll administration
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: 
  • Strong proficiency in Microsoft Excel and PowerPoint
  • Ability to maintain a high level of confidentiality
  • Experience with AWS (Amazon Connect) reporting and Tableau
  • Strong written communication skills and grammatical accuracy
  • Positive customer-focused attitude with excellent organization skills and strong attention to detail
NICE TO HAVE: 
  • Familiarity with ZenDesk
  • Experience with other reporting BI tools
  • Proficient in all Google Office products including Gmail
  • Experience with payroll
  • Familiarity with CloudWatch, DynamoDB, ElasticSearch, and Kibana
LOCATION:
  • Billy Bishop Toronto City Airport (YTZ)

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