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Customer Care Reporting Analyst

Xplornet Communications Inc.

This is a Full-time position in Montreal, QC posted April 30, 2021.

We are looking for a Customer Care Reporting Analyst to join our team in our office in Cornwall or Markham, Ontario or from a remote Ontario-based location.

This position is responsible for reporting and data analysis functions for the Customer Care department.

The successful applicant will create, modify and run reports using a variety of data sources, including extensive use of Excel, MSSQL and MySQL.

This includes regularly weekly and daily reports, ad-hoc reports, quarterly summaries, etc.

The candidate will review and analyze report outputs to draw conclusions and identify trends, anomalies and areas of opportunity, communicating results and findings clearly and effectively to applicable internal stakeholders using written reports, presentations, tables, graphs, and charts.

Ideally, you will also be able to create and deliver reporting dashboards and data visualization models that surface key observations, learnings, and recommendations.

The Customer Care Reporting Analysts will be responsible for improvements to current data and reporting processes and procedures along with updating various documentation items, PowerPoint files, Visio flows, etc.

The candidate will need to be able to engage in cross-departmental discussions with stakeholders across the business.

Key responsibilities include:
• Creating, modifying, running and troubleshooting reports in Salesforce, Avaya CMS, WFO, Excel, ADP which includes extensive use of MySQL and MSSQL.

• Analysis and dissemination of reporting results, highlighting deficiencies and opportunities, finding process enhancements and improvements, etc.

Develop statistical methods and statistical analysis which gathers and analyzes data to identify trends and/or provide insight into business problems.

• Liaise with internal teams, developing strong working relationships while gathering and consolidating information on key performance indicators/metrics used for regular reporting/monitoring and for documenting business requirements.

• General troubleshooting, maintenance and upkeep of current tools and documentation.

• Avaya Workforce Optimization (WFO)
– Creating and maintaining user profiles, integrating WFO processes and procedures with existing Xplornet infrastructure, creating new and efficient internal processes, providing WFO reporting, etc.

• Database development, maintenance and backup.

Automation improvements.

The ideal candidate will possess:
• Post-secondary degree in Information Systems, Management Information Systems, Computer Science, etc.(or equivalent experience)
• Strong analytical, organizational and critical thinking skills with attention to detail and accuracy.

• Excellent mathematical skills, complex problem solving and logic capabilities.

• Ability to collect, organize, analyze, and disseminate significant amounts of information.

• Working knowledge and experience with MSSQL and MySQL.

Proficiency with database management and manipulation software (Workbench, MSSQL Server Management Studio, etc.).

• Strong understanding of vbScript and VBA for automation purposes.

• Strong proficiency with various Microsoft software applications such as Excel, Access, Word, Visio and PowerPoint.

• Advanced MS Excel functions such as pivot tables, v-lookup, index matches, data manipulation and PowerPivot.

Understanding of application programming interfaces for accessing database systems (ODBC).

• Understanding of data models, database design development, data mining, ETL and data warehouse concepts.

• Ability to multi-task and understand competing priorities.

Ability to manage time and reasonably estimate work effort for tasks.

• Strong communication and interpersonal skills and an ability to work in a team environment.

Ability to clearly and convincingly communicate with both technical and non-technical internal customers.

• An understanding of the telecommunications industry and working knowledge of Salesforce would be considered an asset.

• Knowledge in reporting or dashboard solutions with BI tools would be considered an asset.

• Knowledge of Avaya CMS (Call Management System) would be considered an asset.

• Any experience or knowledge of PHP, HTML, CSS or other programming languages would be beneficial.

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check.

Details will be supplied to applicants as they move through the selection process.

Xplornet is committed to creating an accessible environment and will accommodate disabilities during the selection process.

Please let your recruiter know during the selection process of any accommodation needs.

Company Overview: Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc.

is one of Canada’s leading broadband service providers.

For over a decade, Xplornet has been providing innovative broadband solutions to rural customers at work, home and play across Canada.

Today, Xplornet offers voice and data communication services through its unique wireless and satellite network that connects Canadians to what matters.