Analyst, Contact Centers

Take Your Career to New Heights with Flair Airlines

We're here to make air travel affordable for everyone, and we're looking for talented individuals who want to help us continue changing the industry for the better. As Canada's most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we're looking for passionate team members to help us in our mission to make air travel accessible for everyone. We know who we are, and we're confident in our approach.

Your Team:

Join Flair's Customer Experience team and help improve how we support our customers across every stage of their journey. As the Analyst, Contact Centers, you will use reporting, data analysis, and operational insights to strengthen customer care performance, improve service outcomes, and identify opportunities to reduce costs. Reporting to the Manager, Contact Centers, you will develop performance reports, analyze customer care trends, and help maintain the tools and systems used by the Contact Centre team. You will work closely with operational teams and senior leaders to turn complex data into practical recommendations that improve efficiency and the overall customer experience.

This role will also support business cases, BPO request-for-proposal processes, self-service initiatives, and the ongoing measurement of operational improvements. This is a great opportunity for an analytical and curious professional who enjoys solving problems, challenging existing processes, and using data to make a meaningful impact.

This role is based on-site at our Vancouver (YVR) or Toronto (YYZ) office.

A Day in the Life:

The duties of the Analyst, Contact Centers include:

• Develop and maintain reports, dashboards, and analyses related to customer care performance, costs, efficiency, and service outcomes.
• Perform ongoing variance analysis between forecasted and actual cash flows, identifying key drivers and recommending improvements.
• Analyze customer care data to identify trends, recurring issues, risks, and opportunities for improvement.
• Translate complex data into clear insights and recommendations for operational teams and senior leadership.
• Identify and support initiatives that improve operational efficiency and enhance the customer experience.
• Identify opportunities to reduce customer care costs while maintaining service quality.
• Monitor frequently reported customer issues and develop business cases for self-service tools and process improvements.
• Support the development, evaluation, and management of requests for proposal processes for new business process outsourcing partners.
• Prepare financial and operational business cases to support vendor, technology, and process decisions.
• Maintain and support customer care tools, reporting systems, and related processes.
• Work closely with operational teams to ensure proposed models, tools, and strategies can be successfully implemented.
• Establish performance measures and track the results of customer care initiatives and ongoing efficiency improvements.
• Support the monitoring and optimization of Zendesk, Amazon Web Services Connect, and other customer care platforms.
• Perform other duties and responsibilities as assigned.

What You Bring to the Role:

The preferred candidate should exemplify Flair's core values: honesty, efficiency, accountability, and respect, while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

• Education:
  • Bachelor's or master's degree in a quantitative field such as economics, mathematics, engineering, data analytics, business, or a related discipline.
• Experience:
  • Minimum of 1-2 years of relevant analytical, reporting, customer care, or operational experience.
  • Previous experience within the airline industry is preferred.
  • Experience developing reports, dashboards, business cases, or operational performance analyses.
  • Experience supporting request for proposal processes or working with business process outsourcing partners is considered an asset.
  • Extensive working knowledge of Zendesk and Amazon Web Services Connect.
  • Knowledge of AmeliaRES, InteliSys, and/or Airline Choice is considered an asset.
• Skills and Abilities:
  • Excellent analytical and problem-solving skills, with the ability to interpret large data sets and identify meaningful trends.
  • Ability to translate data and operational findings into practical, actionable recommendations.
  • Strong written and verbal communication skills, with the ability to clearly present information to operational teams and senior leaders.
  • Sound judgment and the ability to make effective, well-supported decisions.
  • Curious and improvement-focused, with the confidence to challenge existing processes and identify better ways of working.
  • Strong attention to detail and accuracy in reporting and analysis.
  • Well-organized, with the ability to manage multiple priorities in a fast-paced and continuously changing environment.
  • Ability to collaborate effectively with operational teams, vendors, and internal stakeholders.
  • Demonstrated knowledge and understanding of company policies, standards, and safety responsibilities.
• Requirements:
  • Clear criminal record check and satisfactory employment references.
  • Must be legally eligible to work in Canada without restriction.

Why You'll Love Working Here:

At Flair, we prioritize our teams by cultivating a supportive, collaborative work environment filled with opportunities for growth. Investing in our people is at the heart of what we do because your success fuels our collective achievements. We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

From the moment you join us, you'll have access to a comprehensive benefits package designed to support your well-being - because when you're at your best, so are we. This benefits package includes:

• Comprehensive Salary- A salary that reflects your experience and contributions.
• Comprehensive Benefits- Competitive medical and dental coverage, disability insurance, life insurance, and an employee & family assistance program.
• Retirement Savings- A pension plan with employer-matched contributions.
• Unlimited Travel Perks- Enjoy free and discounted flights for you and your travel companions.

Your Career, Your Journey-Join Flair!

At Flair, we're committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent. We encourage candidates from all backgrounds to apply. If you need accommodation during the selection process, just let us know.

We thank all applicants for their interest in Flair; however, only those selected to continue in the process will be contacted.

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