Contact Centre Performance Analyst

Contact Centre Performance Analyst – Join our Team Location -Toronto, On (Hybrid) Are you passionate about data analytics and its impact on business growth? Come join us and help drive strategic change Position Summary As a Contact Centre Performance Analyst, you’ll bridge data and business strategy, transforming complex metrics into actionable intelligence for leadership. Leveraging SQL, Power BI, and Genesys Engage, you’ll provide real-time performance insights, optimize workforce management, and drive strategic decisions that enhance service delivery. Who We Are We are driven by service through PASSION, PEOPLE & PURPOSE . The Travel Corporation is made up of a team of individuals with a shared goal of delivering exceptional travel experiences that make a positive difference. We’re leading the way in responsible travel, offering unique and rich local experiences, and are dedicated to making sure travel is easy and enjoyable. Key Responsibilities Data Storytelling: Transform raw data into compelling narratives that influence leadership decisions. Stakeholder Collaboration: Work closely with contact centre leaders, partners, and executives to ensure data-driven decision-making. Process Improvement: Identify efficiencies, enhance reporting tools, and drive continuous optimization. Performance Analytics: Analyze trends, develop KPI dashboards, and deliver accurate reports to inform business decisions. Data Optimization: Manage large datasets, refine dashboards, and ensure reporting accuracy using SQL, Power BI, and Genesys Engage. Skills & Competencies Data-Driven Problem Solving – Transform complex data into actionable insights for business decisions. Advanced Analytics – Proficient in SQL, Power BI, and Genesys Engage to manage and visualize data. Data Visualization – Design dashboards and reporting tools for business users. Effective Communication – Present findings clearly to technical and non-technical stakeholders. Strategic Thinking – Identify performance gaps and recommend data-backed solutions. Attention to Detail – Ensure data integrity and consistency in reports . Adaptability – Stay updated with new tools and technologies for continuous improvement. Experience 3 years of experience in data analytics or reporting roles. Experience with SQL, Power BI, and Genesys Engage. Familiarity with Salesforce or other CRM platforms. Proven ability to drive data-driven decision-making and process improvements . Perks Enjoy a $1630 annual travel credit, two weeks to work from anywhere in the world, and two paid workdays each year to volunteer for causes close to your heart, all while supporting our mission to MAKE TRAVEL MATTER®. Plus, you'll also have access to $3,000 annually for courses that fuel your passion. Apply now to be part of our dynamic team For more about us, visit www.ttc.com The Travel Corporation is proud to be an equal opportunity employer. We not only encourage and support diversity in the workplace, but we also celebrate it If you feel you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you. The Travel Corporation is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.