Member Contact Operations Analyst (12-Month Contract)
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Key skills for this role
About the Role
Vancity is looking for a Member Contact Operations Analyst to enable optimized business results through data-driven insights. The role involves defining business needs, developing operational reports, and collaborating with stakeholders.
Key Skills for This Role
Responsibilities
- Define, analyze and interpret business needs into clear business requirements, user stories, and process models.
- Develop cross functional reports using data from multiple sources to meet business needs.
- Identify process or access changes required and communicate these to stakeholders.
- Collaborate with end users to create new or enhance existing report templates in conjunction with IT teams.
- Contribute to project deliverables in both agile and waterfall methodologies.
- Support design, build, test, training, and deployment phases of projects.
- Create and maintain documentation for reporting processes and actively managed documents.
- Manage end user profiles and permissions on Genesys reporting platforms.
- Support Genesys Cloud admin, with an emphasis on A3S, Snowflake, App Foundry, Kibana etc.
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
Full Job Posting
Your Role in Supporting Our Members
- 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.
- 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.
How You’ll Make an Impact
- 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.
What You’ll Bring to the Team
- 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.
What You’ll Earn
- This role offers a salary range of CAD 55,300 to CAD 65,000 per annum.
- Employees may also be eligible for our annual incentive program.
Why You’ll Love Working Here
- Living Wage Employer: We’re the largest private sector Living Wage Employer in Canada.
- Customizable Benefits: Permanent employees receive flexible benefit packages that can be tailored annually.
- Generous Vacation: New employees start with 3 4 weeks of vacation per year, with additional days earned over time.
- Extra Stat Holidays: In addition to BC’s 11 statutory holidays, we offer 2 extra days, plus care days for personal or family illness.
- Immediate Health Coverage: Health and dental benefits begin on your hire date.
- Defined Benefit Pension: Our retirement plan provides a guaranteed income for life.
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