Member Contact Operations Analyst (20-Month Contract)
About The Position
As a Member Contact Operations Analyst, you will play a key role in enabling the development of optimized business results through data-driven insights. You will define and translate business needs into actionable requirements, develop operational reports using real-time and historical data, and collaborate with stakeholders to deliver solutions that enhance member experience. We’re looking for a detail-oriented, analytical thinker who thrives in a fast-paced environment and is passionate about leveraging technology to improve processes. Experience in Genesys Cloud admin will be integral for success in this role. This is a Full-time, Temporary role based at our Surrey Central Office or from your B.C based home office under remote working arrangements, and will report directly to the Team Manager, Member Contact Operations. While this position provides a hybrid work arrangement, you will be expected to be on-site for events and business demands.
Requirements
- At least 2 years of post-secondary education in a relevant field (e.g Database Admin, Data Analytics, Data Science)
- Minimum 2+ years of experience in a contact center environment
- 1+ year back-end administrative experience with Genesys Cloud Platform
- Minimum 1+ year of experience with Database Management Systems (e.g., Power BI, SQL)
- Strong analytical and problem-solving skills with attention to detail
- Self-driven persistence in conducting deep data analysis to gain a comprehensive understanding, uncover insights, and resolve discrepancies.
- Ability to communicate effectively and translate business requirements into technical specifications
Nice To Haves
- Experience providing technical guidance or acting as a subject matter expert
- Familiarity with agile and waterfall project methodologies
- Creativity in developing reporting solutions and improving processes
Responsibilities
- Defining, analyzing and interpreting business needs into clear business requirements, user stories, and process models
- Developing cross-functional reports using data from multiple sources to meet business needs
- Identifying process or access changes required and communicating these to stakeholders
- Collaborating with end users to create new or enhance existing report templates in conjunction with IT teams
- Contributing to project deliverables in both agile and waterfall methodologies
- Supporting design, build, test, training, and deployment phases of projects
- Creating and maintaining documentation for reporting processes and actively managed documents
- Managing end-user profiles and permissions on Genesys reporting platforms
- Support Genesys Cloud admin, with an emphasis on A3S, Snowflake, App Foundry, Kibana etc.
Benefits
- Competitive rewards and benefits
- Flexible benefit packages that can be tailored annually to meet evolving needs
- 3-4 weeks of vacation per year, with additional days earned over time
- 2 extra stat holidays, plus care days for personal or family illness
- Health and dental benefits begin on your hire date, with three levels of coverage to choose from
- Defined Benefit Pension
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
