Customer Care Operations Analyst

The Customer Care Operations Analyst is responsible for the identification and implementation of effective analysis and solutions to meet business goals within the division, and the analyst is assigned work that support the overall Meter to Cash process. This role develops processes, procedures and tools to confirm governance and compliance in the delivery of the Customer Care Programs. The successful candidate will design and develop reports to assist leaders and external stakeholders in the efficient and effective management of programs and provides support for the ongoing responsibilities of the group. This position is responsible for the execution and development of processes, procedures, and tools to support resource balancing, vendor management and productivity initiatives. The incumbent may also lead and/or provide support for monthly divisional financial reporting, budgeting, and resource forecasting.

KEY RESPONSIBILITIES:

• The key responsibilities of the Customer Care Operations Analyst will vary depending on the area they support, and may include:
• Integrates and interprets data, prepares presentations and supporting documentation to communicate analysis results, and provides recommendations to the Leadership team for decision-making; 
• Leads cost/benefit analysis and provides recommendations to Senior Management for development of divisional improvement solutions and programs to support strategic divisional objectives;
• Provides analytical and reporting support for divisional financial reporting, and assists with the preparation of strategic business plans to align with corporate objectives and ensure Customer Care KPI’s and strategic objectives are met;
• Acts as a key business resource and/or lead for projects and initiatives within the Customer Care division, including managing multiple initiatives, developing work plans, facilitating and introducing new processes and technology to staff, and confirming projects meet milestones and high-quality standards;
• Initiates opportunities to enhance, automate or streamline reporting processes to support changing business requirements;
• Provides process leadership and seeks opportunities to develop, re-engineer or enhance existing processes to meet reporting, regulatory or best practice requirements;
• Supports the development of business cases, requirements gathering and gap analysis to facilitate process re-engineering solutions;
• Implements process and procedure enhancements to support the overall efficiency of the department;
• Assesses and evaluates the current state of the Customer Care(Call Centre, Accounts Receivable, Meter Data Collection and Management) operational environment, and identifying new opportunities and risks;
• Analyzes call patterns, seasonal factors, new program launches, and other factors to forecast future call volumes and determines appropriate staffing levels to meet call service levels;
• Reviews schedules, performs resource balancing to optimize productivity, verifies that the work program is accurately tracked, and performs variance and gap analysis;
• Collaborates with vendors and leads vendor relationship management activities, including establishing standards of performance, conducting vendor meetings and audits, and implementing appropriate controls to measure and manage service standards;
• Designs and develops (relational) databases for collecting data to support business decisions; and
• Researches, develops, extracts and validates data and processes required to support Customer Care and collaborative divisional related Ontario Energy Board rate filings, regulatory reporting, regulatory and legislative consultative processes and directives, internal and external audits, and participates in narrative drafting/interrogatory responses and face-to-face meetings with external regulatory bodies.

REQUIREMENTS:

• Undergraduate degree in Business, Engineering, Mathematics or a related discipline;

• Three (3) years of experience in business process redesign, analysis for business projects, identification of areas for improvement and development of new initiatives;

• Two (2) years of experience with data analysis and presentation of findings for effective decision making;

• Advanced knowledge of writing SQL queries to support data analytics, including strong understanding of database structures;
• Problem solving and decision-making skills;
• Knowledge of process re-engineering techniques;
• Awareness of project management processes, principles and methodologies;
• Proficient in the development of process and system automation through automation tools and scripting;
• Ability to develop statistical tracking methodologies to track performance and measurement against set standards of quality;
• Ability to develop dependable feedback systems and tracking;
• Experience in forecasting staffing levels for inbound call centres;
• Lean and/or PMP Certification considered an asset;
• Experience in a customer service environment preferred, including exposure to technological systems;
• Knowledge of systems related to customer services; Knowledge of AMI (Advanced Metering Infrastructure), customer billing and accounts receivable systems is beneficial;
• Strong facilitation and stakeholder management skills;
• Contract and vendor management skills;
• Fully proficient in use of MS Office, MS Project, MS Visio and other project management tools;
• Business and strategic thinking acumen;
• Excellent analytical and business solution development skills, including the proven ability to function effectively in a dynamic environment;
• Good understanding of business issues and challenges, specifically in a customer service environment; and
• Creative, innovative, forward thinking, takes initiative.

Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs.  Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person. You are expected to live in Ontario and within reasonable commuting distance of the office.

Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email our Talent Acquisition team or call (416) 542-8000. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.