Customer Care Technology & Analytics Coordinator

Location:

100 Queens Quay East, 9th Floor, Toronto

Job Type: Onsite

Pay: $66,671.00 - $113,578

Number of Openings: 1

Do you love the idea of helping shape the Customer Service experience through data? Reporting to the Customer Care Centre Manager, you will analyze large data sets to provide actionable insights to retail leadership. You will create periodic reports on performance metrics while identifying key trends, risks, and opportunities for improving the customer experience. As the technical expert within the Customer Care team, you will maintain and administer customer experience (CX) systems, telephony systems, and ticketing systems.

Your management of these systems allows our team to achieve our promise of delivering remarkable, seamless experiences for B2C and B2B clients.

• Influence strategic decision‑making by translating insights from complex data analysis into clear findings for a non‑technical audience.
• Translate statistics on Customer Care KPIs into simplified visualizations used to prompt action addressing key trends, risks, and opportunities.
• Prepare customized daily reports (e.g. call volumes, response and wait times, customer satisfaction) to support ongoing business operations and performance tracking.
• Prepare and deliver executive‑level presentations that contextualize KPIs and allow key stakeholders to make data‑driven decisions.
• Perform advanced data mining techniques to uncover hidden patterns, correlations, and root causes impacting customer service performance.
• Extract, clean, and analyze large, complex datasets from multiple sources to identify trends and actionable insights.
• Maintain and administer customer experience (CX) systems, telephony systems, and ticketing systems.
• Liaise with internal and external technical specialists to diagnose, troubleshoot, and resolve system and software issues, ensuring minimal disruption and continuity of business operations.
• Identify gaps and inaccuracies in system data; recommend and implement system enhancements where applicable.
• Participate in enterprise level projects aimed at improving effectiveness of servicing processes.

• Successful completion of related post‑secondary education.
• 2+ years of experience working in data analytics, using MS PowerBI to create data visualizations, communicate complex analysis and support data‑driven outcomes through KPI reporting.
• Technical expertise with administering telephony systems (e.g. Computer Talk, Genesys), ticketing/chat systems (e.g. Zen Desk, Service Now), and customer experience (CX) systems (e.g. Oracle Customer Experience).
• 2+ years of experience working in telecommunications with customer experience (CX) systems, telephony systems, and ticketing systems.
• Experience explaining technical ideas to a non‑technical audience in a way that is easy to understand.
• Demonstrated proficiency with relational database management systems, including MS Access and Oracle, is essential to efficiently extract, manage, and analyze high volumes of customer interaction data.
• Background in Python or similar scripting language and the ability to program with APIs.
• Experience using advanced features of MS Excel, Access, and PowerPoint.
• Formal training or certification in PowerBI or similar analytics software is an asset.
• A highly developed understanding of Call Centre Operations or experience in a Customer Care Centre is an asset.

• Health/Dental Benefits
• Access to an Employee & Family Assistance Program
• A Defined Benefit Pension
• Discounts on products and services with LCBO program Workperks

Work Hours:

36.25 hours per week

Union / Non‑Union:
Non‑Union

The LCBO is an equal opportunity employer and committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.