Technology Analyst, Customer Operations (18 month Term)

Position: Technology Analyst, Customer Operations Division: Customer Experience & Initiatives Location: Edmonton, AB Duration: 18 Month Term

Why Work here:

Your opportunity to drive meaningful change is here!

Join ATCO as a Customer Operations Technology Analyst where you will be driving technology adoption, analytics, AI innovation, and process improvement to enhance customer experience

and strengthen our award-winning Customer Operation team.

If you're a forward-thinking problem solver who enjoys driving continuous improvement and collaborating with talented people to deliver best-in-class customer service, this role is for you.

• Primary lead for technologies, troubleshooting issues and making recommendations for improvements and enhancements of technologies used by Customer Operations. One key area of focus is supporting the implementation of AI to obtain customer sentiment and provide immediate and meaningful feedback to Customer Care Representatives
• Report and present on customer satisfaction metrics and other team KPI’s utilizing available data on Salesforce, Survey Monkey, Genesys, SQM and SharePoint.
• Develop, maintain, and enhance Power BI dashboards and reports to provide meaningful business insights and support data-driven decision-making.
• Analyze existing processes to identify opportunities for improvement, evaluate alternatives, and provide recommendations for successful implementation.
• Engage with vendors and industry partners to identify opportunities for improvement that will benefit internal and external stakeholders including the customer. Where applicable, facilitate workshops to allow for collaborative and constructive discussions.
• Utilize change management skills to successfully implement process improvements, including development of training material, reference material and reporting and dashboards to monitor the effectiveness of implemented changes.