Roles & Responsibilities:

• Responsible for recurring reporting, analysis and insight generation. Recurring reporting activities include: weekly, monthly, quarterly and yearly reports. Recurring reporting activities also includes financial quarterly and yearly reports that is required by the corporate reporting process.
  
• Synthesize data, identify trends, and produce analysis of profitability, relevance, customer friendliness & compliance as the business changes.
  
• Provide supporting data and analysis for business case development of various improvement initiatives through ad hoc analysis, support, and insights into the created analytics with recommendations for business opportunities. 
  
• Design, program, automate, maintain/improve dashboards, KPIs, scorecards and reports; and communicate analytics results of the various departments of the Customer Contact Centres teams.  
  
• Implement continuous monitoring to gauge impact of initiatives deployed, providing analysis on results and trends to affect change in business decisions.
  
• Work with internal stakeholders (IT, Operations Managers, etc) to maintain and enhance existing data warehouse environment (integrating new systems as required)
  
• Troubleshoot data issues, validate result sets, recommend and implement process improvements 
  
• Participate and provide subject matter expertise to internal projects as required.  
  
• Build relationships with cross-functional teams to provide input on Business Requirements.
  
• Be proactive in identifying areas where insight would be of value.
  
• Work with branch operational teams to review, create new, or remove broken service delivery processes as required.
  

LEADERSHIP ATTITUDES:

Thought Leadership  

• Analysis & Decision Making - Analyzes problems and situations, and their impacts on the business and its global network. Delivers commercial, fact-based, forward thinking decisions.  
  
• Strategic Thinking - Brings to life our vision of becoming “A Top 10 Airline in Everything We Do”. Aligns personal and workgroup activities to the organization’s strategic goals and leverages our global network and strength to provide value to our customers. 
  

Results Leadership 

• Customer Centricity - Builds and delivers solutions for internal and external customers that meet and exceed their needs, identifying innovative opportunities that will benefit them, creating value added services, and working in partnership with customers to drive the business forward. 
  
• Results Orientation - Manages performance, holding self and others accountable to effectively and efficiently complete work responsibilities. Demonstrates initiative, a strong commitment to achieving meaningful results, and acts on opportunities to create value. 
  

People/Personal Leadership

• Building Collaborative Partnerships - Encourages personal achievement and excellence.  Plays a part in attracting, developing, and retaining top talent.  Ensures that all talent receives mentoring, training, feedback, and development opportunities. 
  
• Building Talent - Establishes authentic, genuine and open relationships inside and outside of the organization to build a foundation of influence. Fosters an inclusive culture that makes people feel valued and respected. Works effectively with others across the organization to achieve goals. Ensures that all functions (assigning work, performance management, training and development, succession planning, determining developmental needs, rewarding and disciplining) are conducted in a fair and equitable way. 
  
• Adaptability - Responds resourcefully and shows nimbleness when faced with new challenges and demands. Effectively manages the pressures and complexities of various situations. Moves forward positively and productively under conditions of change or uncertainty.
  

Qualifications

• Ability to multi-task, prioritize work, manage expectations, and meet deadlines while paying attention to details and quality of work time in a fast-paced environment.  
  
• Ability to work both independently and in a team setting.  
  
• Ability to work with minimal supervision while maintaining focus and productivity; seeks help when needed  
  
• Ability to quickly adapt to new situations, changing business needs and ambiguity. 
  
• Proven analytical ability at a high-level able to add valuable insights. 
  
• Excellent knowledge of Microsoft Office (Excel, Word, PowerPoint) Power BI, MS Dynamics Microsoft Visio are required.
  
• Working knowledge/understanding of relational database technology and database management practices: SQL, R, Python, SAS, JSON, DAX and other data mining programming tools. 
  
• Post Secondary diploma in a related field and asset (i.e. Administration) 
  
• Willing to undertake limited business travel
  

Assets:

• 3+ years of professional experience in Contact Centre environment. 
  
• Excellent knowledge of Air Canada product/services and the operations process associated with delivering/recovering these products.
  
• Knowledge of Workforce Management tools (preferably IEX) and Quality Assurance tools
  
• Bilingual with fluency in written and spoken English and French is an asset
  

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.