Client Services Insights & Reporting Analyst, Global Asset Management
About The Position
The Insights & Reporting Analyst supports the BMO Investment Funds Group Contact Centre's reporting, analytics, and operational insight needs across service delivery, workforce management, and omnichannel performance. Working closely with service leaders and other stakeholders, the analyst will assist in the development and maintenance of reports, dashboards, and analytical tools that help monitor performance, identify trends, and support business initiatives. The successful candidate will contribute to building a data-driven culture by helping answer business questions through data analysis, reporting, and visualization while providing actionable insights to support continuous improvement.
Requirements
- Minimum 2 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
- Experience working with data and producing reports, dashboards, or analysis to support business decisions.
- Advanced Microsoft Excel skills as well as knowledge and experience in visualization tools, particularly Power BI
- Strong analytical and problem-solving skills
- Excellent communication skills
- Strong attention to detail and commitment to data accuracy and quality.
- Ability to work independently while collaborating effectively across teams.
- Creative thinker who can recommend practical solutions and contribute to process improvements.
Nice To Haves
- Experience working with AWS-based data environments is preferred.
- Experience in a service operation, contact centre, customer experience, or workforce management environment is preferred.
Responsibilities
- Develop, maintain, and enhance dashboards, reports, and scorecards that provide insights into contact centre operations, workforce performance, service levels, and individual agent results.
- Gather, analyze, and interpret data from multiple systems to identify trends, risks, opportunities, and key performance drivers that support informed business decisions.
- Analyze service operations, including productivity, quality, workforce, and customer experience metrics, to identify opportunities for operational improvements and enhanced client outcomes.
- Support forecasting, workforce planning, scheduling, and capacity management activities through data analysis and reporting.
- Retrieve, consolidate, and manage data from a variety of sources while ensuring data quality, integrity, and consistency across reporting environments.
- Conduct impact assessments and post-implementation reviews to evaluate the effectiveness of operational initiatives and business changes.
- Monitor performance trends and provide insights and recommendations to improve operational efficiency and service delivery.
- Partner with stakeholders to understand business priorities and reporting requirements, ensuring solutions align with organizational objectives.
- Assist in gathering and documenting business requirements to support technology enhancements, operational initiatives, and reporting improvements.
- Prepare and deliver regular and ad hoc reports, ensuring information is accurate, timely, and presented in a clear, meaningful, and actionable format.
- Support continuous improvement initiatives by identifying opportunities to streamline reporting processes, automate manual tasks, and enhance analytics capabilities.
- Perform other related duties and responsibilities as assigned.
Benefits
- health insurance
- tuition reimbursement
- accident and life insurance
- retirement savings plans
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
