Business Analyst - Oshawa, Canada - The MEARIE Group

The MEARIE Group

Verified Company

Oshawa, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

Business Analyst - Customer Service

Position Summary

Reporting to the Manager of Customer Service, the
Business Analyst will be responsible for customer information systems support, providing accurate and reliable data for real-time use, record keeping, data analytics and business intelligence, while automating processes to free up resources and time.

This position will analyze critical raw data to develop and maintain business performance reporting and analytics, to provide insight on customer behaviours and needs, with the goal of identifying actionable recommendations on optimizing customer engagement.

Working closely with Communications and other business leaders, the Business Analyst will use data driven findings to inform strategies to drive improvements to the overall customer experience.

This position will be a key resource in understanding and acting as a liaison with IT and external vendors in maintaining the underlying customer service systems to ensure effective operation and accurate reporting.

Responsibilities and Duties

Analyzes and manages all reporting requirements as related to Customer Service productivity to support both tactical and strategic decisions, including management KPIs, Corporate Scorecard and OEB requirements.
Development of SQL queries to facilitate data extraction from source systems for reporting and analysis
Analyze and interpret reporting results to identify trends and provide insights on customer behaviours and needs. Based on findings, prepares and communicates results and recommendations to various levels of management. Prepares graphs, spreadsheets, reports, and PowerPoint presentations as required.
Continually reviews and analyzes data maintenance processes to enhance data integrity. Generates and maintains documentation of reporting procedures to ensure data accuracy, integrity and efficiency. Investigates and troubleshoots reporting issues and problems.
Assist with the development of policies and procedures for improving the service provided to customers
Assist in developing process controls required to manage the billing and collection processes
Maintains working knowledge of OEB Regulatory requirements as it pertains to customers and keeps informed of changes to policies, procedures, reporting requirements and regulations to ensure compliance
Provide support to Finance and Regulatory in extracting billing data for purposes of month end close processes and reporting to the OEB;
Proactively identify opportunities for increasing quality of service for our customers and deliver solutions that create efficiencies and add value to the overall operation of the department and improve the overall customer experience
Develop tools to automate report creation and other processes to create operational efficiencies within the department
Develop and maintain effective and collaborative crossfunctional relationships to foster a team approach to optimizing customer service
Assist with mapping out the customers' experience through various touch points in the organization determining opportunities for improvement
Develop and maintain "how to" manuals for agents and provide training sessions to the agents on process changes
Performs ad hoc duties in accordance to business needs

Qualifications

Bachelor's degree with at least 3 years of experience in reporting and/or business analytics
Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).
Proficient in analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
Experience identifying operational issues and recommending and implementing strategies to resolve problems.
Demonstrated proficiency at consolidating data from numerous sources to create presentations for all levels of management and other stakeholders
Advanced working knowledge of SQL, Tableau, Power BI, Excel, and other tools related to queries and data management
Expertise with data manipulation, reporting techniques, and report automation
Strong analytical problem solving skills with ability to critically evaluate business problems and find optimal solutions
Highly organized and able to prioritize and handle a variety of tasks and responsibilities simultaneously and efficiently
Experience within Utilities, Customer information systems, and industry processes considered an asset
Energetic and enthusiastic team player, capable of working both independently and in a team environment with high attention to detail for accuracy, and initiative to follow up on items and get things done
Experience in a customer service environment preferred, including exposure to technological systems
Excellent communication skills verbal and written and ability to adapt to meet needs of various stakeholders and aud