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Data Analyst - Contact Center & CX

Data Analyst - Contact Center & CX

Bath FitterSaint-Eustache, QC, CA
4 days ago
Job type
  • Full-time
Job description

Who are we?

For nearly 40 years, Bath Fitter has been perfecting its process to meet the needs and provide the best bathtubs for everyone. Our showers and bathtubs are made of shiny acrylic that is easy to clean and can be installed in just one day. Convenient! Every day, the people at Bath Fitter strive to do better; to improve products and customers' lives. Our vision is to be an excellent employer and business partner.

At Bath Fitter, we offer an engaged culture, a collaborative environment focused on mutual support, autonomy, and innovation. We are a growing organization that prioritizes employees and their quality of life. That's why we're proud to be certified as " Great Place to Work" & "Most Admired Corporate Cultures in Canada."

In summary, what does the role entail?

As a Data Analyst, you will be responsible for optimizing our contact center operations by leveraging prescriptive and predictive analytics. With your expertise in BI tools like Tableau and advanced analytical frameworks, you will provide strategic insights to enhance call management, agent performance, and the efficiency of in-home appointments, ultimately contributing to improved customer experience and increased operational performance.

Why become a part of the Bath Fitter Team?

  • Flexible schedule;
  • Group insurance;
  • Retirement plan with employer contribution;
  • Paid vacation, personal days, and additional holidays during the festive season;
  • Employee & corporate discounts;
  • Develop expertise in Canadian and American markets;
  • Hold a key position within the team;
  • Gym at the St-Eustache headquarters;
  • Bistro that will make you want to come to the office (varied, delicious meals subsidized by BathFitter);
  • Employee assistance program;
  • Social club;
  • Many other benefits to discover by joining Bath Fitter!

What is the ideal profile for this position?

  • Proven experience in data analysis, with expertise in predictive and prescriptive analytics applied to contact centers, as well as in-depth knowledge of operations and key performance indicators (call management, agent performance, service levels).
  • Proficiency in BI tools, including Tableau and Power BI, for creating interactive dashboards and tracking performance indicators.
  • Strong understanding of statistical methods and data modeling techniques, with experience in ETL and data warehousing.
  • Advanced expertise in Excel (pivot tables, charts, advanced functions) for data analysis and visualization.
  • Awareness of best practices in data quality and compliance with data protection regulations (GDPR, CCPA).
  • Proficiency in French, spoken and written.

    • As a Data Analyst, Contact Center what will your responsibilities be?

  • Develop and deploy predictive models and prescriptive frameworks to optimize scheduling processes and overall contact center performance.
  • Analyze contact center data (call volumes, wait times, first call resolution rates, etc.) to identify trends and operational gaps.
  • Leverage data from multiple sources (call logs, CRM systems, scheduling platforms) to generate strategic insights aimed at improving customer interactions and operational efficiency.
  • Create and maintain interactive dashboards in Tableau to track real-time performance and historical trends of contact center metrics.
  • Prepare and present regular reports that translate complex data into clear, actionable insights to improve call handling, agent performance, and customer satisfaction.
  • Collaborate with contact center managers and operational teams to understand business challenges and tailor analyses to address specific needs.
  • Propose continuous data-driven improvements to optimize agent scheduling, call routing, and overall service quality.

    • We believe life is too short to not be passionate about what we do every day. Note that we are first and foremost looking for an authentic person to help us achieve our mission.

    We look forward to meeting you.

    LI-MG1

    Goudreau

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    Data Analyst • Saint-Eustache, QC, CA