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. This role develops processes, procedures and tools to confirm governance, productivity  and compliance in the delivery of the Customer Experience Programs. The successful candidate will design and develop database, dashboards and automated reports to assist leaders and external stakeholders in the efficient and effective management of the programs and provides support for the ongoing responsibilities of the group. The successful cabinet is responsible for the execution and development of processes, procedures and tools to support resource balancing, vendor management and productivity initiatives. The incumbent also leads and/or  provides support for monthly divisional financial reporting, budgeting, and contact centre staff forecasting.  

KEY RESPONSIBILITIES:

• Leads the identification, cost/benefit analysis, recommendation to Senior Management and development of divisional improvement solutions and
• programs to support strategic divisional objectives
• Assesses and evaluates the current state of the Customer Services (Call Centre,) operational environment, 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, verify that the work program is accurately tracked and perform variance and gap analysis. 
• Designs and develops (relational) databases for collecting data to support business decisions
• Integrates and interprets data, prepares presentations and supporting documentation to communicate results of analysis, recommendations to the Leadership team for decision making.  
• Provides analytical and reporting support for divisional financial reporting. Assists with the preparation of strategic business plans to align with corporate objectives and ensure Customer Experience KPI’s and strategic objectives are met
• Acts as both a key business resource and/or lead for projects and initiatives within the Customer Services division, 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 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 development of business cases, requirements gathering and gap analysis to support process reengineering solutions
• Develop and maintain accurate workforce management forecasting models using a technology platform as the primary application,
• Conduct regular reviews and updates of forecasting methodologies to ensure alignment with current business needs
• Perform root cause analyses on forecast variances and develop action plans to address discrepancies
• Lead data and statistical analysis to identify and recommend changes to business unit sizing
• Conduct scenario planning to assess the impact of different scheduling approaches
• Run workload planners (manage availability, calculate open shifts) and employee shift sets, to ensure employees work the correct days, follow the appropriate shift rotations and the department has adequate and appropriate employee coverage to meet the service objectives of the company
• Track and review workforce management data, including highlighting trends, performance indicators and productivity
• Regular review of Business KPI’s and provide recommendations on productivity

REQUIREMENTS:

• Undergraduate degree in Business, Engineering, Mathematics or related discipline
• Three (3) years’ experience in business process redesign, analysis for business projects, identification of areas for improvement and development of new initiatives
• Two (2) years’ experience with data analysis and presentation of findings for effective decision making 
• Experience with Workforce Management software

• Experience in forecasting staffing levels, resource balancing for inbound call centres strongly preferred
• Experience in a customer service environment preferred, including exposure to technological systems
• Lean, PMP Certification considered an asset 
• Knowledge of systems related to customer services;), customer billing and accounts receivable systems , Workforce Management systems
• Strong facilitation and stakeholder management skills
• Problem solving and decision-making skills
• Contract and vendor management skills
• Knowledge of process re-engineering techniques
• Awareness of project management processes, principles and methodologies
• Advanced knowledge of writing SQL queries to support data analytics, including strong understanding of database structures
• Proficient in development of process and system automation through RPA 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 
• 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
• 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.