Contact Center Platform Data Analyst
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Job Description
Data Analyst role focused on enhancing GoA contact centre operations using analytics and AI. Collaborate with technical teams to drive service delivery improvements.
Responsibilities:
- Are you passionate about using data and emerging technologies to improve public services? This role puts analytics and innovation at the heart of GoA contact centre operations.
- Reporting to the Manager, Contact Centre Business Support, the Data Analyst gathers, cleans, and maintains large volumes of contact centre data to ensure accuracy and usability for reporting, analytics, and AI-enabled tools.
- Enhancing the contact centre and reporting platforms, analyzing operational data to identify trends and opportunities for improvement, and defining and monitoring analytics and AI performance metrics.
- Developing and automating dashboards and reports that deliver actionable insights, communicating findings clearly to stakeholders, and working closely with technical teams on platform enhancements, agile projects, and continuous improvement initiatives.
Requirements:
- University graduation in a related field such as Computer Science, Information Technology.
- 2 years of related experience working with: Large enterprise data, cloud Solutions such as Contact Centre as a Service (CCaaS).
- Technical components, data analytics, visualizations.
- Structured and unstructured data (JSON-style data).
- ETL and ELT patterns, incremental loads, late-arriving data, handling time zones/interval buckets, and auditability.
- Power BI and enterprise reporting tools.
- Data storytelling, facilitation, translating business queries into metrics.
- Excellent communication and interpersonal skills.
- Equivalencies: A related two-year diploma from a recognized post-secondary institution and four (4) years related experience; or A related one-year certificate from a recognized post-secondary institution and five (5) years of related experience.
Benefits:
- Public Service Pension Plan (PSPP)
- Professional learning and development
- Positive workplace culture and work-life balance
- Leadership and mentorship programs
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