Job Description

Description

Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds\xe2\x80\x99 most successful Fortune 500 and Fortune 1000 companies.
The role of the Reporting and Analytics Analyst for the Customer Success Center entails providing insights into data trends and anomalies and making appropriate recommendations to enhance departmental performance. This position involves furnishing comprehensive employee scorecards on performance metrics to Customer Success Center Team Leads. Additionally, this role will support the Customer Success Center Leadership Team in managing engineer schedules.

Responsibilities

• Assisting in maintaining and generating reports from various internal sources.
• Addressing management\'s requests for specialized in-depth analysis.
• Analyzing data to pinpoint crucial trends and insights.
• Proactively identifying opportunities to enhance site performance.
• Compiling monthly readouts on employee performance.
• Offering daily and intra-day performance reports to leadership.
• Conducting outlier analysis and presenting recommendations.
• Monitoring and evaluating call flow patterns to optimize scheduling.
• Making intraday schedule updates as required.
• Confirming and recording engineer attendance.
• Swiftly responding to ad hoc reporting requests from Customer Success Center leadership.
• Continuously improving core processes to uphold end-user experience while maximizing efficiency.

Qualifications

• Analytical skills.
• Organizational skills.
• Excellent written communication.
• Interpersonal skills.
• Sharp attention to detail.
• Critical and logical thinking.
• Experience in report generation using Service Now and Remedy ticketing systems.
• Intermediate to advanced proficiency in Excel, Access, and PowerPoint.
• A minimum of 5 years\' experience in Information Technology and/or software systems.
• A minimum of 3 years of experience in call center-related data analysis.
• Understanding of call center staffing requirements.
• Preferably, experience with PowerBi and CUIC (Cisco Unified Intelligence Center).
• Experience with Verint(not mandatory)

Benefits at Innovatia

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities
• Remote work opportunities
• Focus on work/life balance
• Immigration Program supporting immigration to Canada for eligible employees

We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Innovatia is an equal opportunity employer.

Innovatia