Analyst Contact Centre Data - Calgary, Canada - WestJet

WestJet

Verified Company

Calgary, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Why WestJet:

Every WestJet journey has the potential to enrich lives; a career with us is no exception.

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.

Join us and love where you're going.

Remote Work:

This position is eligible for remote work, within Calgary, under our mobile workforce program. Must live within 1 hour to WestJet Campus.

Overview of role:

Key deliverables include:

Develop automated systems to integrate a wide range of data sources for creative insights into business problems, monitor operational KPIs and to align performance with the department's strategic goals
Develop infrastructure surrounding key metrics (incl cost to serve) implement systems and technology to produce decision support tools that enable leaders and system practitioners to take strategic action in a dynamic competitive environment
Select the best methodologies to approach and solve business problems
Improve productivity by automating routine tasks. Seek to eliminate the need for human intervention and proactively identify opportunities for eliminating inefficiencies
Proactively perform root cause analysis and identify potential risks or opportunities that reduce the cost to serve and several plausible solutions
Develop innovative solutions, incorporating data science in business processes and solutions.
Create governance and steward contact centre data so that is contextualized when consumed by other areas of the organization
Design end products that can be used by varying levels within the organization from agent dashboards to executive summaries

Experience and qualifications:

Bachelor's degree in IT, Computer Science, Engineering, or equivalent experience
Experience using Tableau, PowerBI and other data tools
Excellent communication and presentation skills and a unique ability to bridge the communication gap between executive and frontline audiences.
Highly motivated, organized with the ability to work autonomously and collaboratively with crossfunctional teams
Airline and/or Contact Centre experience would be considered an asset
Understanding of database management systems, data warehousing, online analytical processing (OLAP) and ETL (Extract, transform, load) framework considered an asset

Strong Proficiency in

SQL, R, Python, Shiny, VBA (Selenium, , ggplot2, NumPy, Scikit learn) considered an asset
Solid understanding of the underlying theory and principles of data science and artificial intelligence would be an asset

The benefits of being a WestJetter:
WestJet provides all WestJetters with a competitive total rewards package.

On top of that, we offer:

A fun and friendly culture with colleagues who work together to win
Travel privileges for you and your family, effective from your start date
Savings and Benefit programs that are flexible to meet your specific needs

About WestJet Group of Companies

Together with WestJet's regional airline, WestJet Encore, we offer scheduled service to more than 100 destinations in North America, Central America, the Caribbean and Europe and to more than 175 destinations in over 20 countries through our airline partnerships.

Our Safety Promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do.

As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk.

All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.

Our Commitment to Diversity and Inclusion
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