Performance Management and Reporting Analyst

Job Responsibility:

A little about us

At Freedom, we're proud to be leaders in a movement that brings affordable wireless services to Canadians - we're always on the lookout for go-getters that are committed to disrupting the status quo. Does that sound like you? We'd love to meet you.

The role

Are you passionate about efficiency and customer experience management? The Care Process and Support team located in Toronto is currently seeking a Performance Management and Reporting Analyst to join their team As a part of the Care Process and Support team our primary focus is to enable our Contact Centers, Back office, Social Media, Retails Support and Operations teams with the necessary tools to succeed. Our primary function is to identify and report on performance and efficiency gaps and opportunities, while putting forward recommendations for improvement

A typical day

Performance Management and Reporting:

• Perform ETL on large data sets, clean data, format, perform auditing and validation
• Analyzing the Trends by monitoring Performance of Vendors and Onshore Teams (Call Centers, Helpdesk, Backoffice, Executive office, Retail Support) for Voice and Digital Platforms

Contributes expertise to the development and delivery of performance training manuals and modules

• Focus on continuous Improvement, supporting Process Support team by sharing Gaps in Processes and recommend changes based on observations
• Sharing the feedback and coaching Opportunities with all Teams Offshore and Onshore to ensure high level of service delivery
• Ensuring all the established Processes/Business Practices are implemented and followed by Care
• Keep a check on Credits and Promos given by Vendors and Offshore Care Team
• Managing Peer to Peer Feedback to avoid repeated mistakes and ensuring the feedback across teams are shared
• Managing EPP & All in the Family Mailboxes to support New and Departing Employees
• Gathering Monthly data, Generating reports and Trends

Customer Experience Management:

• Perform ETL on large data sets, clean data, format, perform auditing and validation
• Monitoring and reviewing all the Customer Feedback received through SMS Surveys
• Analyze consumer feedback and measure the business impact of customer service
• Interpreting the results to share with all relevant teams highlighting the concerns customer showed regarding Product, Service or Processes"

Your skills/experience

• Medium to Advance level of Excel Knowledge and PowerPoint
• Adequate knowledge of using MS office tools
• Intermediate level of experience and understanding of communication systems like Avaya, CISCO etc.
• Intermediate level expertise and understanding of reporting tools as MicroStrategy, Power BI and Tableau
• Understanding and experience of working on CRMs
• Understanding and ability to transform data into actionable insights for business
• Ability to share constructive Feedback with others
• Ability to Create Solutions that are in the best interest of Customers
• Experience of Working in Wireless Industry
• Understanding of Customer Care and Performance Management practices.
• Previous experience in the wireless industry an asset.
• Understanding and knowledge of any language like SQL, S will be an asset.
• Bachelor's degree an asset

Other details

• This position requires the successful completion of a criminal and credit background check

At Freedom, we believe diversity and inclusion are integral to the continued growth and success of our entire company. We believe diversity and inclusion enhances our Company's culture and creates a sense of belonging where people feel comfortable bringing their true selves to work. This in turn promotes innovation through harnessing the variety of experiences, thoughts, and perspectives our employees have to offer. We encourage applications from all qualified individuals, regardless of race, gender, age, or any other identifying characteristic. Freedom Mobile Inc, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Freedom Mobile Inc. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.