DATA ANALYST – Toronto

Position Profile

The Data Analyst, Business Intelligence Operations is a key role within Globalfaces, responsible for driving transformation, automation, and data-driven decision-making in the Contact Center generally, with a strong focus on supporting the Outbound line of business.  Reporting to the Sr. Director of Business Intelligence & Operations, this role plays a vital part in enabling best-in-class workforce and operational capabilities through data insights. The Employee will be tasked with various projects and adapt as required to support Globalfaces’ evolving needs. Core duties listed below, but are not limited to:

What You Will Do

Core Duties:

  • Campaign Management: Driving Outbound campaign performance through lead segmentation and dial strategy.
  • Reconciliation: Building a robust  reconciliation process.
  • Reporting and Operational Efficiency: Facilitating data driven decision making across Contact Center  Leadership by making key data accessible, reliable and user-friendly 

Key Accountabilities:

  • Campaign Management
    • Driving performance by closely monitoring Outbound campaign progress and  advising sales on necessary adjustments to optimize performance;
    • Collaborating with the Sales leadership to gather data and insights for segmentation;
    • Creating and maintaining segments for optimized campaign targeting;
    • Reviewing daily/weekly Outbound campaigns performance and proactively addressing opportunities to boost campaign performance.
    • Owning Call Center  deliverables as they pertain to  launches including but not limited to:
      • Script upload and revisions as advised by UAT
      • List upload and revisions as advised by UAT
      • Ensuring accuracy of data upload on Snowflake 
  • Reconciliation:
    • Owning reconciliation process end to end in partnership with Customer Success and the Data Team;
    • Building an automated reconciliation process through Sigma for all Outbound clients;
    • Maintaining Outbound  reconciliation dashboards and ensuring data accuracy.
  • Reporting and Operational Efficiency: 
    • Delivering on reporting cadence for all current and future  internal and external reports;
    • Creating and implementing automated reporting solutions to streamline data collection and analysis;
    • Migrating all HIVE reports to Sigma for greater efficiency;
    • Developing and maintaining Sigma for generating regular and ad-hoc reports efficiently;
    • Leveraging Sigma’s capabilities to automate repetitive reconciliation tasks and streamline the workflow;
    • Ensuring accuracy and consistency in all reports produced;
    • Utilizing Sigma to create user-friendly dashboards for data insights for HIVE;
    • Building and maintaining scorecards across 3 levels of employee groups  and 3 lines of business (TPV, Outbound and Quality)  within the Contact Centre for KPI Reporting and visibility.

What You Bring

Your Experience and Technical Proficiency

  • Proven experience as a Data Analyst or similar role.
  • Proficiency in SQL for data extraction and manipulation.
  • Familiarity with Snowflake for querying and data warehousing.
  • Basic understanding of data visualization concepts and tools, such as Sigma computing (or other BI Tools).
  • Ability to quickly shape data into reporting and analytics solutions.

Your Skills, Competencies, Knowledge & Abilities

  • Strong analytical thinking and problem-solving skills.
  • Excellent attention to detail and ability to ensure data accuracy.
  • Effective communication skills for presenting findings and insights to both technical and non-technical audiences.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Prior exposure to Charity data, rep data, financial data, or call center data is a plus.
  • Highly reliable with strong attention to detail.
  • Ability to work independently and partner effectively with others to achieve desired business results.
  • Willingness to learn new skills and work in a fast paced, frequently changing environment.

Your Education

  • Bachelor’s degree in a quantitative field such as Mathematics, Statistics, Economics, Computer Science or related programs, and/or combination of education and experience

What we Offer You

  • ​A competitive base salary + bonus opportunity.
  • Monthly company wide Socials & Milestones Celebrations.
  • Paid sick days and and comprehensive benefit packages (health, dental and vision).
  • Employee Assistance Programs, including mental health resources.
  • Discounted Group Auto & Home Insurance.
  • Discounts on purchases & Toronto attractions including the ROM, CNE and Wonderland.
  • An open, inclusive and diverse working environment.

Additional Information

  • Any offer of employment will be subject to verification of employment and education background checks, including a criminal record check
  • Candidates must be legally entitled to work in Canada at the time of their application.

ACCESSIBILITY

Globalfaces promotes a diverse, inclusive and accessible workplace. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities. If selected for an interview, please advise our Talent Specialist at recruitment@globalfacesdirect.com if you require reasonable accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

*This position qualifies for the Employee Referral Program.

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