Senior Analyst, Global Analytic Insights

Senior Analyst, Global Analytic Insights (Belleville, ON, Canada)

Location: Belleville, ON, Canada
Work Schedule: 5 days per week
Position:
Onsite

Role Overview: The Analyst plays a crucial role in overseeing a small analytic team and owning analytic projects that directly impact business improvement. The role emphasizes understanding the context, strategy, and processes of our and our clients’ organizations. The Analyst partners closely with business units to gain insights into customer needs, services, and the overall business roadmap. Success requires resourcefulness, flexibility with data approaches, tenacity, and collaboration across organizational functions.

The Analyst also analyzes raw information from calls, chat logs, etc., and proactively assesses programs to identify projects enhancing operations and finances.

• Oversee a small analytic team and serve as key owner of analytic projects with direct business impact.
• Work with project teams to make data‑driven recommendations to enhance call center metric performance.
• Partner with internal and client units to understand business strategies, processes, and services.
• Map and review assigned end‑to‑end business processes and identify operational, financial, and technological risks.
• Scope and manage analytical projects, including timelines and documentation.
• Conduct data analysis and present actionable, quantifiable recommendations.
• Implement and track the impact of recommendations to ensure value realization.
• Maintain continuous communication with stakeholders and manage client needs.
• Present analyses and findings to all organizational levels, including executives.
• Develop, set up, and manage coherent reports that support action plans.
• Ensure data reliability, validity, and leverage statistical analysis for insights.
• Initiate and own process improvements, coordinating with team members and peers.
• Listen to live and recorded calls to generate data, assess customer emotions, and identify improvement opportunities.

• Bachelor’s degree in a related field with 2‑4 years of experience.
• Proven experience in a contact center environment with understanding of call center metrics and operations.
• Strong analytical skills, able to translate data into actionable insights.
• Ability to work with a diverse group of technical and business experts.
• Adaptability to changing business needs and priorities.
• Track record of following through on project implementation and ROI.
• Excellent communication and collaboration skills.
• Ability to work independently for extended periods.
• Advanced skills in Microsoft Office applications.
• Creative problem‑solving and innovative solution development.
• Willingness to align with a North American work schedule.
• Willingness to work onsite fully or as needed on client/account/business needs.

• Exposure to Python, SQL, Databricks, and similar applications.
• Familiarity with machine learning concepts and technologies.
• Experience using AI tools to create solutions.
• Knowledge of Six Sigma or similar process improvement methodologies.

Base salary: $66,472 – $94,960 CAD plus incentives aligned with performance.
Benefits include medical, dental, vision, employee assistance program, RRSP, paid time off, and holidays.

Background check required, including identity verification and employment eligibility.

Final date to receive applications: 01/12/2026.

Mid‑Senior level

Full‑time

Business Development and Sales

IT Services and IT Consulting

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