Contact Centre Data Analyst

Role Responsibilities

Are you passionate about using data and emerging technologies to improve public services? This role puts analytics and innovation at the heart of GoA contact centre operations.

This position is critical to supporting all GoA contact centres and the Albertans they serve by enabling data-driven decision-making and advanced analytics to ensure efficient, responsive service delivery. Reporting to the Manager, Contact Centre Business Support, the Data Analyst gathers, cleans, and maintains large volumes of contact centre data to ensure accuracy and usability for reporting, analytics, and AI-enabled tools.

The role focuses on enhancing the contact centre and reporting platforms, analyzing operational data to identify trends and opportunities for improvement, and defining and monitoring analytics and AI performance metrics. By integrating data from CXone and ServiceNow, the analyst provides a comprehensive view of client journeys and service interactions. The Data Analyst develops and automates dashboards and reports that deliver actionable insights, communicates findings clearly to stakeholders, and works closely with technical teams on platform enhancements, agile projects, and continuous improvement initiatives.

This role is essential to leveraging data, analytics, and AI to drive operational excellence and innovation across GoA contact centres. While prior AI experience is not required, a strong interest or willingness to learn AI is critical. Experience or curiosity in using AI to summarize data, detect anomalies, identify outliers, and automate time-consuming processes will support success in this evolving role.

Responsibilities :

Some of the responsibilities of this position include but are not limited to :

• Data Analysis & Reporting.
• Service Operations & Support.
• Client Service & Collaboration.
• Continuous Improvement.

To be successful in this position, you will demonstrate :

Future-Focused Skills Matter

While prior AI experience is not required, we're looking for candidates with a strong interest in emerging technologies and a genuine enthusiasm for improving and automating time consuming processes. The ideal candidate should be eager to learn AI to summarize data, identify anomalies, detect outliers etc.