Analyste des opérations - Expérience client / Operations Analyst-CX

Genetec • Montreal, QC

2d

About The Position

Genetec is currently seeking an Operations Analyst for its Customer Experience (CX) team. We are looking for a dynamic, responsive person, able to work well in a fast-paced, lively environment. The candidate will help Genetec’s CX team distinguish itself by offering its team members detailed reports, analysis and presentations that display accurately and succinctly its contents. These reports, analysis and presentations will be closely related to the performance of our CX operations which its data can be obtained either by automated reports or via data extraction from different systems’ databases (CRM, ERP, Web Portal, IVR, Chat, etc.). The Operations Analyst reports to the Team Leader, Operations Automation. In this role, you will be responsible for the following aspects; Understand and keep up to date on the CX team’s processes and tools used to be able to provide in-depth analysis of its operations and derive conclusions towards potential improvements needed and pinpoint potential roadblocks Gather requirements for analysis, reports and presentations from various stakeholders within the CX organization Extract, compile, and aggregate data from multiple data sources to be presented in an easy and intuitive format which will be displayed in reports and presentations Complete monthly financial and operational reports and presentations, and provide in-depth analysis based on the results Compile the requirements of recurring reports for their automation in Power BI, and assist with their testing once developed Work in collaboration with different departments to ensure accuracy of the reports Work on multiple initiatives at once and prioritize tasks according to the upcoming deliverables This position requires great attention to details, the ability to harmonize information and transform it into a simple and easy to understand format in terms of both layout and presentation, while also being able to communicate it clearly and concisely.

Requirements

• Bachelor’s degree in Accounting, Finance or Business with an operational analysis background or equivalent experience
• 5+ years of relevant working experience
• 3+ years or more experience working in reporting or analytics
• Fluent in English, both verbal and written
• Excellent analytical and presentation skills
• Strong organizational skills
• Customer-oriented
• Be able to work under pressure and meet strict deadlines
• Motivated to work in a fast-paced environment
• Be able to work in a team environment as well as independently
• Experience with data extraction and manipulation with the use of SQL queries, CRM Advanced Find and existing Power BI reports
• Familiar with database concepts
• Possess good time management and prioritization skills
• Advanced knowledge of Microsoft suite (Word, Excel & PowerPoint)
• Advanced experience with CRM systems (MS Dynamics 365)

Nice To Haves

• Fluent in French and English, both verbal and written (this role requires interaction with our international collaborators and customers)

Responsibilities

• Analyze CX operations by staying current on team processes/tools, identifying improvement opportunities and roadblocks
• Collect and clarify stakeholder requirements for analyses, reports, dashboards, and presentations
• Extract, compile, and aggregate data from multiple systems (e.g., CRM/ERP/portal/IVR/chat) into clear, intuitive outputs
• Produce monthly financial and operational reporting and deliver insights through succinct analysis and presentations
• Support report automation in Power BI (document recurring requirements, assist with testing) and partner cross-functionally to validate accuracy and meet deliverable timelines

Benefits

• Attractive compensation package
• Training Tuition Reimbursement Program
• Work-life balance with a flexible working schedule
• Subsidized meals in our amazing Bistro (Les Cordons Bleus)
• Free, unlimited coffee and fruits
• Private, free parking for all employees
• Onsite fitness facility with personal trainer, and multiple wellness and health workshops

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees