Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile, dedicated, problem solvers.
Time Type: Regular
Job Description :
The BI Design & Development Expert within WFM is a role that focuses on the user-facing part of the data-pipeline. We are looking for a candidate that will lead the development of valuable insights through a business intelligence interface that allows users to access data easily. The focus of the role will be on data accuracy & data visualization, developing interactive dashboards and reporting tools. This role will also act as the lead on setting business requirements for BI tools and help translate them into technical requirements for any business transformation projects involving BI. This person will lead the modernization of the contact center reporting and BI.
To create a single source of truth for all contact center data and insights. Drive data governance and processes to ensure data accuracy.
To lead the transition of the contact center reporting from SSRS to Tableau. Leveraging cloud knowledge, contact center knowledge and BI design.
Build interactive dashboards for both internal contact center and outsourced partners.
Work closely with the various stakeholders within the contact center to provide insights and design reporting. This requires an understanding of the contact center and the varying reporting needs for partners such as QA, WFM, Operations and Finance.
Developing and maintaining a scorecard/ executive report that provides performance at a glance with valuable insights and recommendations.
Working with our internal partners to develop agent scorecards tying valuable quality & speech analytics, nps and KPI’s to enable valuable coaching.
Experience building reporting for multiple channels including chat, social media, voice, virtual hold, offline/project work and IVR.
Experience building inbound, outbound, collection and sales reporting for a contact center.
Ability to build presentations providing insights.
Maintaining up to date knowledge of software updates and activities impacting data accuracy or flow.
Provides leadership in change management through positive communication and positive behaviours.
Liaises with other departments as required, maintaining an environment that promotes positive communication within the department, fostering teamwork for the organization.
Promotes supports and enforces Cogeco’s Health & Safety policies and procedures.
Performs other duties as required.
As part of his/her function, incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customer’s needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.
A mathematics discipline degree (Analytics, Economics, Mathematics, Statistics, etc.).
5-8 years business intelligence, analytics or reporting design experience within a contact center.
Strong mathematical, business analysis and data analysis skills.
Excellent collaboration skills with multiple key stakeholders.
Ability to manage multiple priorities with excellence.
Experience with BI tools like Cognos, Tableau, Domo.
SQL (BigQuery Standard, Oracle SQL, Microsoft SQL, MySQL, PostgreSQL), Java.
Familiar with cloud based tools.
You’ll benefit from:
Flexibility: yes, we think that what you do matters. At work and at home.
Fun: we laugh a lot, it makes every day brighter.
Discounted services: we provide amazing services to our clients, and you’ll get them at home, because you deserve them.
Rewarding Pay: let’s be honest, everybody likes to make a good salary. We offer attractive compensation packages, and it comes with a great culture.
Benefits: we’ve got you covered.
Career Evolution: join us and we will give you the tools to achieve your career goals!
Technology: you have a passion for technology? Excellent, we do too. Here, you will manage, influence, play, create, fix, and shape the industry.
Cogeco Connexion Inc
Being inclusive is simply welcoming you to be yourself!
Being inclusive also means fostering a climate of trust and respect, and encouraging diversity and equity for every candidate wanting to be part of the Cogeco team.
Being inclusive allows us to reduce barriers in the workplace and to take actions to enable accessibility for all!
Being inclusive is more than a word, it’s our commitment to you!
If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at firstname.lastname@example.org