Senior Analyst, Call Centre

GENERAL FUNCTION
As a Senior Analyst, Contact Centre, you will serve as a strategic analytics partner to the call centre team. You will be responsible for delivering data-driven insights and timely reporting that optimize agent performance, enhance operational efficiency, and support strategic decision making across high volume service channels.

DUTIES/RESPONSIBILITIES

• Develop and maintain reports and dashboards to monitor call centre operations efficiency KPIs, delivering actionable insights for performance improvement.
• Conduct root cause analysis and performance deep-dives to identify trends, gaps, and drivers of inefficiencies.
• Partner with Contact Centre leadership and collaborate with Workforce Management, Operations, and Customer Experience teams to align analytics with business needs.
• Support implementation and tracking of performance initiatives, including A/B testing, to evaluate impact and drive continuous improvement.
• Present findings and recommendations to stakeholders to support timely, data-driven decisions
• Document reporting processes, scripts, and standards to ensure consistency and reusability.
• The analyst's insights directly influence staffing efficiency, service levels, cost optimization, and agent performance. Errors or delays in analysis can lead to resourcing inefficiencies, reduced service quality, or missed improvement opportunities.
• This role supports the company's operational excellence strategy by enabling smarter, faster decisions within the Contact Centre using timely, reliable, and actionable data.
• This role functions with a high degree of autonomy in analysis, reporting, and dashboard development. Strategic initiatives and cross-functional alignment require collaboration and approval from leadership.
• Individual contributor role with no direct reports. May provide mentorship or technical guidance on projects to junior analysts.
• Strong communication skills required to work with frontline managers, senior leaders, and technical teams. Must be able to simplify complex data into clear, business-relevant insights.
• The role requires strong analytical thinking to perform root cause analysis, evaluate the effectiveness of initiatives, and propose practical, data-driven solutions. It demands attention to detail and a proactive approach to uncovering trends and operational improvement opportunities.
• No direct budget ownership. However, the role influences labour cost efficiency, agent productivity, and service delivery outcomes through analytics and performance recommendations.
• AI is not a core part of this role. However, the analyst may be asked to support data preparation or validation for model development when required by data science team.
• The role requires the ability to manage multiple priorities, meet deadlines, and work in a dynamic, high-volume environment. It involves frequent collaboration, problem-solving, and attention to detail, which may require sustained mental focus.

QUALIFICATIONS

• Bachelor's degree in a quantitative field (e.g., Statistics, Mathematics, Data Science, Computer Science) OR Master's degree or graduate certificate in Analytics, Business Intelligence, or a related field
• 3+ years of experience in data analytics, including at least 1 year in a call/contact centre or service operations environment
• Hands-on experience developing dashboards, writing complex SQL queries, and generating actionable insights from large data sets
• Proficiency in SQL and Excel.
• Experience with Tableau, Power BI, or similar data visualization tools. Understanding of call centre KPIs.
• Strong communication and storytelling skills.
• Ability to manage multiple priorities in a fast-paced, high-volume environment