Analyste de données principal modernisant les plateformes et pipelines de données d’EDC, société financière publique canadienne. Traduction des besoins opérationnels en modèles, règles de transformation et récits utilisateurs.
About the role
- Dialer & Data Analyst optimizing dialer systems, supporting campaigns, and providing analytics for performance. Involved in troubleshooting and enhancing system efficiency with ongoing reporting obligations.
Responsibilities
- Managing and optimizing dialer systems.
- Support account set-up, set up new campaigns, monitor existing campaigns.
- Assist in managing productivity, and ensure operational efficiency.
- Troubleshooting issues, managing user access, and collaborating on system enhancements.
- Designing and maintaining reporting, analyzing leading and lagging metrics & KPIs.
- Providing analytics and recommendations for improvement of performance and productivity.
- Keeping up to date with the internal systems and processes.
Requirements
- 2+ years’ experience in dialer management and data analytics.
- Solid experience with enterprise cloud communication and contact center platforms, ideally Twilio, Acqueon, Five9, RingCentral, Avaya Cloud Office, and MS Teams; familiar with video/audio conferencing tools like Zoom, Webex, and Teams Rooms.
- Proficient in troubleshooting and supporting telephony systems, collaboration tools, and meeting room technologies, both onsite and remotely; able to diagnose, maintain, and train users on supported systems.
- Strong communication and interpersonal skills with the ability to interact professionally and clearly with users; capable of translating technical concepts into user-friendly language.
- Technically proficient, self-motivated, and collaborative, with a proven ability to apply technology solutions to business needs and work effectively in a team environment.
- Strong understanding of telecommunications protocols and practices in call center environments.
- Dialer administrator experience with Five9, Twilio, Acqueon, Ring Central, Avaya is considered an asset.
- Must be a team player and work well in a dynamic environment.
- A curious and proactive, “can-do” attitude.
- Self-motivated to take initiative to explore alternatives and ideas for continuous improvement.
- Hands-on experience with dialer systems, telephony systems, voicemail, IVR, SMS, Call queue management, data analytics, analytical tools - MIS, Excel, Python, SQL, Power BI.
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