Systems Support & Data Analyst (Call Center)

Are you a Data  or Business Analyst looking for an opportunity to grow your skills and career in a fun and dynamic work environment?

MindGeek, Customer Care is looking for a self-driven and independent Data Analyst to join our team. As a Data Analyst, you will be responsible for analyzing large amount of data (facts, figures and number crunching) and drawing conclusions. You will also present findings, translate complex ideas and analyze trends and patterns.

What’s the job about

• Systems Aspect
  • • Help monitor & maintain hardware and suite of software used by the Call Center. Facilitate major outages with the IT department (ex: phone-lines down, server downtime…)
  • Responsible for the troubleshooting, configuration & overall health of the interaction management software (Interactive Intelligence)
  • Collaboration with consultants & vendors to assist in identifying solutions.
  • Research and test new software features and offer suggestions on what or can be implemented in order to improve current practices or procedures
  • Will be part of the ‘On-call contact’ list and may need to respond during off hours for critical issues.

• Reporting Aspect

  • Generate detailed reports on a weekly & monthly basis for both the Technical and Billing support departments
  • Analyze and summarize center stats and highlight potential problems (root cause analysis etc.)
  • Create ad hoc reports when needed.
  • Develop new and innovative ways to report needed statistics
  • Routine, weekly analysis of stats to identify any trends or issues
  • Weekly presentation to management highlighting key findings
  • Ad hoc investigation as needed to solve problems or answer questions

What you need to succeed:

• DEC or undergraduate degree in Computer Science, Information Technology, a related field or any combination of education and/or work experience providing equivalent background required
• 3+ years of related experience
• Demonstrated data analysis experience (researching, evaluating and manipulating complex data)
• Must have experience in the proper maintenance and upgrade of software applications.  This should include experience in testing software fixes and new upgrades
• Experience working with and managing outside software vendors in the support of implemented solutions
• Extensive experience working in a team-oriented, collaborative environment
• Proven analytical, evaluative, and problem-solving abilities
• Familiar in working with Call Center Management software
• Strong verbal and written communication skills
• Solid Microsoft Office knowledge, particularly a high-level Excel user. (Macros, Pivot Tables) VBA experience a plus.
• Experience with data visualization tools (i.e. Tableau and PowerBi) and/or SQL, an asset.
• Ability to conduct and direct research into technical issues and products as required
• Strong time-management skills and able to work independently.
• Exceptionally organized and systematic with documentation and strong analytical skills
• Fluent in English

What's in it for you

• Opportunity to work with an experienced team of developers.
• On-going training and complete benefits;
• A friendly and supportive work environment
• $500 yearly gym/fitness membership
• Paid education program (up to $1500/year)
• Casual dress code
• Group benefits (dental and health)– 50% premium paid by employer
• Free coffee/tea
• Free daily breakfast
• Referral bonus program
• Access to onsite cafeteria, ping-pong, foosball and pool tables
• Celebratory catered m