About the job
Genetec is on the lookout for a Senior Operations Analyst specializing in data analysis to join our Customer Experience (CX) department. We seek a proactive and adaptable individual who thrives in a fast-paced environment and can convert complex data into actionable insights.
In this role, the successful candidate will support the CX Shared Services (CXSS) team as a key contributor throughout the reporting and analysis lifecycle, from gathering requirements and extracting data to creating and delivering automated reports. This position will help Genetec’s CX organization stand out by providing its members with detailed metrics, comprehensive data analysis, and clear presentations that facilitate informed decision-making. These reports, analyses, and presentations will be closely linked to the performance of our CX operations, drawing data from various systems' databases (CRM, ERP, web portal, IVR, chat, etc.). Strong skills in data integration, validation, and interpretation are essential.
Your Daily Responsibilities:
The Senior Operations Analyst will report to the Team Lead, Operations Automation. You will be responsible for the following:
- Gathering analytical, reporting, and presentation requirements from various stakeholders within the CX organization and translating them into technical specifications.
- Designing and delivering reports, key performance indicators, and visualizations, ensuring data integrity from multiple sources.
- Extracting, compiling, and aggregating data from several sources to present it in a clear and intuitive format for reports and presentations.
- Compiling requirements for recurring reports for automation in Power BI and assisting in their testing post-development.
- Developing and executing test plans, troubleshooting issues, and continuously improving BI reports and dashboards.
- Collaborating with stakeholders and internal technical teams (e.g., Digital Information) to ensure timely delivery of data models, clear communication, and problem resolution.
- Supporting the generation of both ad hoc and scheduled reports based on data from various sources.
- Working collaboratively with different departments to ensure the accuracy of reports.
- Managing multiple initiatives simultaneously and prioritizing tasks based on upcoming deliverables.
This role requires a keen eye for detail and the ability to align information for various stakeholders.
