- Analyze & provide actionable insights on Guest Support employee performance to varying levels of leadership
- Creates presentations, business commentary, and dashboards for GEC Operations & Technology partners
- Performs financial modeling/simulations, sensitivity analysis, hypothesis creation and testing
- Provides analytical support and tracking for financial forecasts for strategic initiatives within Guest Support
- Consults on data warehouse integrations and collaborate with technical reporting cross functional partners
- Share trends, identify gaps, and make recommendations for GEC operations and strategic initiatives through analyzing and storytelling of data
- Collaborate with cross functional partners on large scale, high impact intake requests to identify reporting solutions and providing insights from GEC operational data
- Proactively identify, investigate and enroll cross functional partners in trends and anomolies in GEC operational data
- Build and analyze reports and dashboards to identify trends and results in employee information (LOAs, attrition, training effectiveness, etc).
- 4+ years experience in analytics focused role
- Power user of MS Excel & Power BI
- Experience with financial reporting an asset
- Strong knowledge of Salesforce or contact centre CRM an asset
- Excellent verbal and written communication
- Experience with data modeling principles and best practices
- Proven ability to form clear business requirements for ambiguous business questions
- Skilled at turning complex analysis into simple conclusions and recommendations for executive leadership
- Acknowledge the presence of choice in every moment and take personal responsibility for your life.
- Possess an entrepreneurial spirit and continuously innovate to achieve great results.
- Communicate with honesty and kindness and create the space for others to do the same.
- Lead with courage, knowing the possibility of greatness is bigger than the fear of failure.
- Foster connection by putting people first and building trusting relationships.
- Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously.
Authorization to work in Canada is required for this role.
- Extended health and dental benefits, and mental health plans
- Paid time off
- Savings and retirement plan matching
- Generous employee discount
- Fitness & yoga classes
- Parenthood top-up
- Extensive catalog of development course offerings
- People networks, mentorship programs, and leadership series (to name a few)
This role is classified as Hybrid under our SSC Workplace Policy:
In-person collaboration is important, and much of the role can be performed remotely. Work is performed onsite at least 3 days per week.