Location
Toronto, ON, Canada
Type
Full time
Department
Operations
Customer Care
Compensation
CA$60K – CA$70K • Offers Equity
We take into consideration an individual’s background, experience, and location in determining their salary. This role is also eligible for health insurance, retirement savings benefits, life insurance and disability benefits, flexible paid time off, parental leave, and other additional benefits.

OVERVIEW

We are seeking a highly skilled Customer Experience Analyst who will play a dual role, focusing both on optimizing customer service operations through data-driven analysis and supporting workforce management to ensure efficient staffing and service delivery. In this position, you will be responsible for analyzing customer interactions, feedback, and service performance to identify trends, optimize processes, and enhance the overall customer experience. Additionally, you will collaborate closely with the workforce management team to help forecast customer demand, optimize staff schedules, and ensure efficient resource allocation.
This is a hybrid position in Toronto, Ontario.

WHO YOU ARE

• 2+ years of work experience
• Proficient in SQL
• Knowledge of BI Systems, e.g. Tableau, Looker
• Snowflake or similar tools
• Proficient in Google Suites and Microsoft Suites
• Experience with Multi-Channel support (call, chat, emails)
• SalesForce, including Omni Channel

Nice to have:

• Experience working with WFM tools: Genesys
• Previous Experience working within a Call Center environment

At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We don’t just appreciate differences, we celebrate them, and we always seek people that represent a wide variety of backgrounds. We’re dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what we’re looking for (even if you don’t check every single box), send us your application. We would love to hear from you!
Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration, and equality of opportunity. Should you have any accommodation requests, please reach out to us via our confidential email, accessibility@tonal.com. All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.

Operational Analysis & Improvement

• Partner with the Customer Care team to understand business objectives and uncover opportunities where data-driven insights can enhance both customer experience and business performance.
• Conduct in-depth analysis of call center operations to identify process inefficiencies and recommend actionable improvements.
• Implement changes to enhance operational quality and efficiency, focusing on key performance indicators such as cost per call, cost per member, service level, and occupancy.
• Analyze data to uncover trends and patterns, such as recurring customer issues, peak service times, and other factors that impact customer experience.
• Develop interactive dashboards and reporting tools to provide actionable insights into customer behaviour and operational processes, utilizing both quantitative and qualitative data.
• Visualize and present data-driven insights to inform continuous improvement efforts and strategic decision-making.
• Provide regular performance reports on key customer experience (CX) metrics, such as customer satisfaction (CSAT), response times, and first contact resolution (FCR), along with recommendations for improvement.
• Conduct customer segmentation analysis to identify different customer groups based on behaviour, value, and service needs.
• Aid in developing an improved advocate productivity scorecard that more accurately demonstrated true advocate productivity across cases and calls

Reporting

• Provide reporting on all key care operational KPIs
• Aid in the development of Executive slides and presentations (board of director deck)
• Provide regular performance reports on key customer experience (CX) metrics, such as customer satisfaction (CSAT), response times, and first contact resolution (FCR), along with recommendations for improvement.

Staffing Management

• Collaborate with workforce management teams to accurately forecast staffing requirements across multiple care teams, ensuring service levels remain consistent and efficient.

Forecasting & Budgeting

• Partner with senior management to develop accurate call volume forecasts, analyzing historical data to predict future demand.
• Create and evaluate multiple forecasting scenarios to prepare for fluctuations in customer demand, such as those caused by new product launches, seasonal spikes, or service disruptions.

This role is ideal for a data-driven professional with a passion for improving customer service processes and a strong analytical approach to both customer experience and workforce optimization.