Service Center Reporting Analyst

Aviso:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at

We’re looking for a Service Center Reporting Analyst to join our Client Solutions team.

Reporting to the Director Continuous Improvement, the Service Center Reporting Analyst will provide key reports and analysis needed to run an effective Customer Care operation. This is a critical role that requires someone who is very strong in Excel and other software, inherently good with numbers and can draw conclusions from data analysis. You will need to work with internal and external teams to optimize reporting.

Key responsibilities include tracking performance, identifying process improvement opportunities, creating dashboards and reports, and collaborating with operational teams to enhance efficiency, productivity, and customer experience. This role requires strong analytical skills, computer literacy, and experience with call center software and reporting tools.

• Service – You put your clients’ needs first. You advocate service excellence, and work to deliver client-centric solutions, and proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization

• Performance Monitoring:
  Track and analyze key performance indicators (KPIs) such as call abandonment rates, adherence to schedules, and service levels.
• Data Analysis & Insights:
  Identify trends, patterns, and root causes in call data to provide actionable recommendations for improving operational efficiency and customer service.
• Report Generation:
  Develop and present daily, weekly, and monthly performance reports and dashboards to management and key stakeholders.
• Process Improvement:
  Work with team leads and supervisors to implement strategies that improve agent productivity, reduce non-productive time, and optimize call flows.
• Collaboration:
  
  Partner with operations teams, data teams, and other departments to drive improvements and achieve departmental goals.

• Provide game changing insights and data into the operations of the department and the business by producing daily, weekly, monthly and ad hoc reporting and analysis
• Have a strong understanding of call centre operational metrics, SLA’s and drivers and uses this knowledge daily to assist in running and effective operation
• Ability to update SharePoint databases by pulling reports and appending data to the database tables, refreshing data from databases, updating reports
• You understand call centre processes and technology best practices. This includes workforce management, telephony, IVR, CRM and more (experience with Genesys, Creatio and/or Amplif
  
  AI an asset)
• Ensure reporting and projects are always completed in a timely manner, are well documented and well communicated
• Be a constant learner and constant teacher
• Help to evolve this contact centre in an organization obsessed with Customer Experience. It is all about the customer from design to servicing
• You will partner with other…