EDUCATION, EXPERIENCE, & SKILLS

• 2+ years of experience in a call center or CX environment, preferably in workforce, reporting, or systems roles.
• Strong analytical skills and experience with forecasting methodologies.
• Proficiency in Excel, SQL, Power BI, PowerQuery, and Microsoft Office
• Experience with contact center systems such as AWS Connect 9or other omnichannel support environments) and/or Salesforce an asset
• Knowledge of QA processes and contact center KPIs
• Excellent problem-solving, communication, and cross-functional collaboration skills.
• Degree or Diploma in Business, or equivalent education and/or experience
• Experience with scripting or automation (e.g., Python, VBA) is a plus.
• Strong communication skills
• Strong team player who is self-disciplined, reliable, and adapts well to change

PURPOSE OF THE POSITION

Reporting to the Manager, Assisted Support, we are seeking a detail-oriented and tech-savvy CX Forecasting and Reporting Analyst to support the performance and efficiency of our customer experience (CX) operations. This role will lead contact volume forecasting and capacity planning efforts, act as a subject matter expert (SME) for CX systems and tools, and develop actionable reporting and analytics.