Manager, Contact Centre Performance & Analytics

Distress Centre Calgary • Calgary, AB

5h • Hybrid

About The Position

The Manager, Contact Centre Performance & Analytics reports to Director, 24/7 Crisis and Navigation. The role leads operational analytics, workforce intelligence, and performance reporting across Distress Centre Calgary and in collaboration with CMHA Edmonton contact centre environments. The Manager, Contract Centre Performance & Analytics translates operational data into actionable insights that support service delivery, workforce planning, quality improvement, funding accountability, and strategic decision-making. This position plays a key role in optimizing contact centre performance across crisis response, navigation, and provincial service lines, including 211 and 988 related operations.

Requirements

• 3 to 6 years working in a contact centre environment and working with telephony systems is required.
• Strong analytical skills, with knowledge of statistical analysis, forecasting, and information reporting.
• Ability to communicate complex data in clear and meaningful ways.
• Demonstrated ability to develop and create strategic business cases, implement effective solutions, and see them through completion.

Nice To Haves

• Business degree is preferred; however, a degree in social sciences, public administration, or other related degree will be considered.

Responsibilities

• Lead operational reporting and performance analytics to support service delivery, workforce planning, and organizational decision-making.
• Identify and track key operational performance metrics from Data Warehouse (eg. Call volumes, agent productivity, queue performance metrics.
• Design and present compelling narratives, including data visualization to communicate implications of operational trends and patterns to DCC, CMHA-E leadership and to be shared with funders and other interest holders as needed.
• Review and evaluate existing processes to identify lessons learned, and opportunities for improvement in data collection, analysis, reporting, and presentation of data.
• Provide both standard and ad hoc reports and updates to leadership.
• Present findings to leadership to assist them in making program and policy decisions.
• Work with Data Governance Committee to Ensure Data Accuracy and Quality.
• Conduct operational workforce analytics to support sustainable contact centre performance and service delivery and remain current on operations, projects and analysis trends that may impact operations planning, performance management, workforce management, forecasting and other service delivery related functions.
• Identify key operations issues, relevant trends and correlations, risks, opportunities, and outcome measurements based on data analysis.
• Collaborate with leadership teams to develop proactive operations planning methods and tools that will provide insights into future operations, performance management needs and build contact centre capability and capacity.
• Provide historical and current views on operations, utilizing tools and methodologies to anticipate possible future outcomes (eg. Use of the Erlang formula to predict workload based on staffing levels and needs.
• Help analyze the effectiveness of program service delivery in achieving desired outcomes. Analysis will be used for ongoing programs and onboarding of new programs.
• Develop and implement performance measurement framework and KPI governance process.
• Enable development of KPIs and their targets for program delivery by defining a framework, designing tools, and supporting management in the establishment of effective indicators.
• Define data required to measure performance against KPI targets.
• Ongoing maintenance of established KPIs for individual delivery units.
• Refine and update performance measurement framework based on current industry standards and best practices.
• Utilize data modeling tools for real-time and historical use.
• Provide operational insights and strategic analytics support to leadership teams.
• Identify potential staff/workload challenges by capturing data to meet the business area’s reporting and decision-making requirements.
• Recommend operational changes required to meet data collection requirements.
• Translate business needs and outcomes into technical requirements, including bridging communication and knowledge gaps to support a shared understanding of requirements, technical capabilities, solutions, and outputs.
• Support responses to ad hoc information requests including briefing notes and action requests.
• Review information request responses.
• Gather, analyze, and interpret data to support information requests and develop accurate conclusions and recommendations.
• Correct assumptions and misinterpretation of data generated from reports.

Benefits

• Generous Vacation Entitlement
• RRSP matching and Health Spending Account
• Extended health and dental benefits
• Access to on-site gym at no cost
• Paid development days and a staff development fund
• A supportive, mission-driven workplace where you can grow, take on new challenges, and collaborate with colleagues that value integrity, hard work, and making a meaningful community impact

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree