Highlights of the job

Weare hiring one (1) Full-Time Temporary (up to 11 months)Data Analystsworking out of Edmonton, AB!

We are looking for an analytical, hard-working individual who has advanced skills in Microsoft Excel. The Data Analyst, Customer Care, is accountable for developing forecasts and schedules, implementing the numerical basis of Customer Care budgets and required management reporting. Using knowledge about the fundamental operational requirements of the area, the Data Analyst will analyze the relevant data and develop recommendations and provides business insights for management to consider and action regarding workforce planning, operations management, and strategy development.

The Data Analyst will acquire and analyze external business factors, together with data from our systems, and review statistical trends to ensure that Customer Care operates in the most effective and efficient manner possible with time spans of 1 to 12 months. The Data Analyst,Customer Care, is accountable to the Manager, Workforce Planning, and operates within the context and prescribed limits established by the Manager.

What you’d be responsible for

• Providing input toCustomer Care’s plans and directions, ensuring an appropriate understanding of the EPCOR’sCustomer Care’ strategy throughout operations and ensure on-going effective and appropriate relationships between other positions in Customer Care and the company.
• Ensuring the delivery of optimal results against appropriate performance metrics. Key measures will be focused on operational effectiveness and efficiency outcomes such as budget, productivity and reliability, and continuous improvement.
• Preparing, evaluating and documenting inputs into Customer Care’s operational budgets as well as associated variance reporting. This includes owning the models necessary to produce the required information.
• Analyzing and evaluating current trends impacting Customer Care to provide recommendations on enhancements to the deployment of workload and/or resources. This includes gathering relevant industry benchmarks to allow for meaningful comparisons and making recommendations to management and in some cases lead the implementation of the recommendations.
• Reviewing data collection and reporting methods and practices in Customer Care to identify gaps in the data being collected and make recommendations regarding the relevance of the data collected and utilized for analysis and reporting purposes.
• Aiding in the development of performance metrics and measurements for various aspects and drivers in Customer Care.
• RepresentingCustomer Care in projects and initiatives that require analytical experience and knowledge of Customer Care’ operations.
• Ensuring optimal deliverables through effective cross-functional accountability within Workforce Planning Manager’s context and prescribed limits.
• Identifying, establishing and maintaining working relationships with stakeholders in Customer Care and within Energy Services.
• Reviewing and monitoring operational requirements for analytic support and ensuring that all deliverables are complete within established timelines. This includes the delegation of work to other Employees and oversight over their quality of work.
• Demonstrating a high performance, high discipline, safe, accountable, focused, innovative and achievement-oriented, easy to do business with manner of working.

What’s required to be successful

• University Degree at a bachelor’s level in a business related field such as economics, statistics, accounting, finance, computing sciences or engineering is required.
• Minimum 2 years demonstrated analytical skills in a business environment is required.
• Experience working in a workforce / business operations capacity.
• Strong skills in data analysis, forecasting and performance measurement.
• Strong operational/financial budgeting skills.
• Proficient knowledge of Microsoft Word, Excel and Access, or similar software, is essential.
• Experience delegating work to other employees and overseeing their quality of work
• Experience in a utility environment is preferred, but not essential.
• Strong written, verbal and interpersonal communication skills.
• Demonstrated organizational and time-management skills.
• Ability to work in a multi-stakeholder and dynamic work environment.
• Takes initiative to solve problems, and to find and implement innovative ideas.
• Possess strong business acumen in a Customer Service environment to earn credibility and respect among stakeholders.
• High concern for accuracy and quality as evidenced by superior work quality of output and deliverables.
• Strong collaborative ability to work across multiple levels of management.

Other important facts about this job

Jurisdiction: CSU52

Class: P1

Wage: $43.00 to $51.26 per hour (Final Wage and Step will be determined at the time of selection and is based on a combination of factors as outlined in the CA that may be found online.)

Hours of work: 80 hours biweekly

Application Deadline: October 6, 2022

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Internal applicants, please ensure that you are using your “@epcor.com” email address.

Please note the following information:

• A requirement of working for EPCOR is that you are at least 18 years of age and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
• If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
• A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
• To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.