Performance Analyst - Contact Centre Insights & Analytics

48757 - 
Markham - 
Rotation - 
Up to 24 months 
Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.
It’s an exciting time to join the team at Hydro One!
Job Function - Performance Analyst - Contact Centre Insights & Analytics: 
Assist Senior Manager regarding analysis, development and maintenance 
of performance measurement processes; reporting of company performance; and effective consultative services to improve upon and meet client objectives. Participate in benchmarking and best practice
investigations. Recommend, track, and report performance measures and targets as part of the Speech Analytics project. Assist in the planning, integration, coordination, tracking, 
control and reporting of projects and programs in support of senior management.
General Accountabilities:
-Assure transfer of skills and knowledge to clients as part of 
each project. Support performance improvement initiatives in terms of impact on the broad organization, including attaining its goals.
-Participate
in analyzing the root causes of organizational performance difficulties. Receive assignments through Supervisor.
Accomplish objectives on own initiative, referring to Supervisor when unusual circumstances are encountered
-Assist in developing processes and tools for the department and business unit to used in carrying out delivery function(s).
-Maintain
effective
liaison
with counterparts
in government,
industry,
utilities
and
other
recognized individual and institutional
expertise in this field. Represent the Company on external committees and study groups.
-Work with other departments and business units to ensure coordination and consideration of their requirements in the planning and scoping phases of performance measurement projects.
-Undertake
special assignments for the Director or Manager in areas such as Company Performance Measurement.
-Participate in benchmarking and best practice investigations, recommend improvements and redesign of business processes.
-Recommend, track and report performance measures and targets.
-Maintain a working knowledge of emerging and best practice methodologies and processes inthe domains of project/program management, quality management and quality assurance, benchmarking and performance measurement.
-Participate
in the development and implementation of improved
project and work management processes, procedures, techniques and tools.
Interface with internal and external project/program managers and staff to keep informed of all significant issues that could have an adverse effect on overall program or project success. Maintain, monitor and track plans, schedules, forecasts, budgets and other key elements of
project/program management in order to ensure that business needs are met efficiently and effectively. Determine causes of deviations from
plan. Conduct periodic sensitivity analysis for projects and programs to determine the effect and response to, strategic changes such as the addition/deletion of projects, schedule slippage or advancement, budgetary constraints, etc. Promote the use of established project/program managementstandards and techniques on all 
projects/programs.
-Prepare or assess projectdocumentation for adequacy and influence parties involved to effect necessary remedial action.
Collect, assemble and summarize project status and other information (including budget, resource use and schedule information), perform integrity checks, as required and provide verbal and written reports and graphics to senior management for use in project/program management, staffing, organization and strategic planning decisions. Ensure planning and control documentation is consistent with sound business principles, including commonly accepted quality assurance principles. Maintain records and documentation in keeping with relevant policies, standards, procedures and practices. Workwith internal or external project/program staff to identify major activities, key tasks, events and milestones
which are significant in terms of successful on-time, on-budget
completion of identified deliverables at an appropriate level of quality and quality assurance.
-Identify and forecast/track the effects of linkages and dependencies with external events and other business unit projects or
activities. Through discussions with various project and program team
members and others, develop and coordinate project/program schedules,
identify cost and resource predictions and propose ways to improve resource use efficiency. Facilitate interactions within and across
project teams to develop effective, coordinated work programs. Provide coordination to integrate the efforts of stakeholders throughout the
project/program life cycle. Assist supervisor in the resolution of
complex or controversial planning problems.
15.Perform other duties as required.
 
At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.
We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2023.
Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, Apply -a-
careershydroone. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.
Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.
Deadline: December 27, 2023
 
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