Analyst, IVR Performance Reporting

Location:	Toronto, Ontario, Canada
Job Type:	Permanent
Posted:	5th Sep 2007
Closing Date:	3rd Oct 2007
Posted By:	Helix Commerce International Inc.
Details:
Analyst, IVR Performance Reporting POSITION: Analyst, IVR Performance Reporting REPORTS TO: Senior Manager, IVR Performance Reporting DEPARTMENT: IVR Customer Experience The successful candidate will have the opportunity to support and drive significant reporting and process improvements at our company. Working with the IVR Customer Experience department, you will be responsible for developing business and process performance reports and analysis that will support key decision making, driving improvement in the customer’s experience with the IVR. The role will work with internal and external departments to design reporting solutions (using advanced reporting methodologies and technologies) to measure delivery success against identified strategic objectives, as well as monitoring and reviewing performance to recommend enhancements/improvements. ROLES and RESPONSIBILITIES INCLUDE: Define measure, analyze, implement, track and continuously improve performance measures, metrics and reports to support business process improvements. Gather data, analyze existing processes, investigate cause-effect relationships and measure process performance. Identify and prioritize improvement opportunities that will drive increased customer satisfaction and more cost-effective service delivery. Understand Rogers’ customer and business processes, design measurement solutions and translate business requirements into deliverables for diverse user groups . Identify and apply industry best practices and benchmarks and develop “best-in-class” process models and targets performance metrics. Develop business cases and perform statistical and financial analyses to support implementation approval. Prepare final reports and complete final recommendations and/or conclusions to ensure transition of project is complete. Provide process engineering support and work closely with other groups within the Company to gather and analyze data. Interact and communicate with internal customers to asses the needs and requirements for regular and ad-hoc reports to support corporate strategic objectives. Learn and adhere to all applicable Health & Safety regulations, both legislatively mandated and outlined in Company policy. REQUIRED QUALIFICATIONS: Core Competencies: Customer Service Orientation, teamwork and Collaboration, Adaptability, Initiative, Operations Excellence, Individual Accountability, Integrity. Role-Specific Competencies: Problem Solving/Judgment, Innovation/Creative Thinking, Achievement Orientation, Understanding and Responding. University degree, preferably an undergraduate degree in computer science or related discipline. Experience with developing and implementing performance measures, metrics and reports related to business performance goals and process improvements. Demonstrated project management skills. Working knowledge of Microsoft Office applications, including advanced level skills in Excel and Access. Ability to learn quickly and operate independently or within a team in a fast-paced environment. Strong analytical skills and excellent oral and written communication skills Familiarity with end user reporting tools (e.g. Cognos, Business Objects) PREFERED QUALIFICATIONS: Graduate studies in Business Administration or computer science, and statistical, mathematical or finance experience is an asset. Experience with recognized methodologies in business process re-engineering, and/or process improvement initiatives Experience with performance reporting in a call center environment, preferably in telecommunications Familiarity with process improvement and/or quality assurance methodologies (e.g. Six Sigma, IS09000) How to Apply for this Role We are seeking expertise with ONLY these qualified skills. Any one who has these skills may apply for consideration. Please submit your resume at www.helixtalent.com on “Your Career” page or http://tbe.taleo.net/NA6/ats/careers/jobSearch.jsp?org=HELIXCOMMERCE&cws=1. You can also view other job opportunities at this location. Contact for inquiries on this opportunity are to be directed to Kathryn Haynes 647 477-6254 Candidates are also welcome to browse other related opportunities showcased on our website.

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