Manager of Contact Centre Analytics
D
Distress Centre Calgary
📍 calgary, ab, Canada
Job Description
Lead analytics and performance at Distress Centre Calgary’s Contact Centre. This full-time role focuses on operational insights, workforce planning, and decision-making tools in a supportive environment.
As the Manager of Contact Centre Performance & Analytics, you will oversee analytical operations to enhance service delivery across Calgary's Distress Centre. This position involves extracting actionable insights from data to improve crisis response and community service lines. Your leadership will ensure accurate reporting and foster strategic planning initiatives across teams.
Key Responsibilities:
• Lead operational reporting and performance analytics initiatives
• Identify and track key operational metrics using Data Warehouse
• Design and communicate data-driven narratives to stakeholders
• Evaluate existing processes for data collection and reporting
• Provide regular and ad-hoc reports to leadership
Requirements:
• Business degree preferred, social sci...
As the Manager of Contact Centre Performance & Analytics, you will oversee analytical operations to enhance service delivery across Calgary's Distress Centre. This position involves extracting actionable insights from data to improve crisis response and community service lines. Your leadership will ensure accurate reporting and foster strategic planning initiatives across teams.
Key Responsibilities:
• Lead operational reporting and performance analytics initiatives
• Identify and track key operational metrics using Data Warehouse
• Design and communicate data-driven narratives to stakeholders
• Evaluate existing processes for data collection and reporting
• Provide regular and ad-hoc reports to leadership
Requirements:
• Business degree preferred, social sci...