Workforce Analytics & Data Coordinator Full-time Job

The Workforce Analytics Coordinator will be responsible for gathering, reporting and analyzing daily, the statistics pertaining to the employees within the customer care center.

 

How You’ll Help

• Extract, report and analyze employee statistics daily – such as not ready time, average handle time, short calls
• Extract, report and analyze customer care center statistics daily – such as average speed of answer, number of calls per queue etc.
• Provide guidance on call volumes, average handle time, and not ready time
• Highlight areas of opportunities to each supervisor in regard to employee statistics 
• Assist with sourcing and analyzing data from Sales Force 
• Any other relevant tasks as necessary

 

Your Skills & Experience: 

• Post-secondary education in Business Administration or a related field 
• A suitable combination of secondary education and experience may be considered 
• Minimum 4 years’ experience in Contact Centre with progressive roles/responsibility 
• Proficiency in Microsoft Office Applications
• Experience with Web based software such as SharePoint, Cisco Finesse, Cisco UIC, and Cisco Administration and Sales Force
• Proven analytical skills with the ability to analyze data and translate for co-workers and senior leadership.
• Organizational skills and ability to multitask in a fast-paced environment.

From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With over 7,500 team members on and off the road in the US and Canada, we offer a diversified portfolio of freight and delivery solutions, including LTL, Truckload, Residential, Dedicated Fleet Solutions, and Logistics.

We believe our people are our greatest strength. For over a decade, weve been recognized as one of Canadas Best Managed Companies. Weve also been named a Top Company for Women to Work for in Transportation since 2018. Our recognition reflects the family values we share with our parent company, McCain Foods Limited.