Customer Care Tech & Analytics Coordinator (SEC/CONTRACT)

About the Role

Monitor and evaluate Customer Care performance metrics, such as call volumes, response and wait times, and customer satisfaction.

Analyze and track data and statistics using industry standard methodologies.

Conduct data mining and provide detailed analysis from all communications channels (telephone, fax, email, internet, mail).

Prepare detailed analysis including interpretations, issue / trend analysis, and provide recommendations on all metrics to critical and relevantstakeholders.

Communicate productivity statistics for all periods (daily, weekly, monthly, quarterly, and annually) to support continuouscustomer facing and internal improvements.

Analyze and maintain telecommunication technical functions.

Administer overall hardware / software configuration.

Contribute to documentation, technical planning, and other critical stakeholder meetings.

Communicate gaps and / orinaccuracies and recommend and implement system enhancements were applicable.

Investigate and rectify internal and external discrepancies.

Maintains data inventory and service logs.

Foster partnerships with internal groups and service providers to ensure quality service.

Participate in systems projects aimed at improving effectiveness of servicing processes.

Conduct regular telephone system audits, report findings, and initiate corrective action with appropriate IT support organizations.

About You

Successful completion of related post-secondary education.

2-3 years' experience working in data analytics.

2-3 years' experience working in telecommunications with telephony systems.

Knowledge and ability to perform data gathering, analysis using contemporary tools such as Power BI, Micros strategy, etc.

and includes the ability to complete well thought out and detailed report preparation acquired through demonstrated experience.

Experience conducting quality assurance initiatives in a contact center / customer service environment.

Experience working with operational metrics and performance standards.

Advanced MS Office Suite skills (PowerPoint, Word and Excel).

We offer a comprehensive suite of benefits, including access to an Employee & Family Assistance Program, a Defined Benefit Pension, discounts on products and services viaWorkperks, and much more.

There is a world of opportunities at the LCBO

Join an organization where you can be challenged while achieving your true potential. A place where you can make a positive impact supporting Ontario business and communities.

Discover a safe, healthy, diverse, inclusive, and accountable workplace where your wellbeing is our top priority. At the LCBO, your contributions are respected and valued.

Be part of our journey as we invest in people and technology to transform an organization. There really is a world of opportunities at the LCBO.

We foster a culture of inclusion and belonging, so everyone feels valued, respected, and heard. The LCBO is an equal opportunity employer and committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act.

If contacted for an interview or employment opportunity, please advise if you require an accommodation.

Please Note :

Please submit your resume via Workday by 11 : 59pm on the deadline date. We appreciate your interest and advise that only those selected for an interview will be contacted.

Work Hours : 36.25 Union / Non-Union : Non-Union Job Posting End Date : August 19, 2024The LCBO is an equal opportunity employer and committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.