Associate Customer Contact Services (Contracting Management)

Job Description

The successful candidate will be part of the Customer Contact Services Department in the Customer Services and Operations Division. He/she will be responsible for managing reporting-related tasks in the department.

Key Responsibilities

• Extract and compile data from various databases or contact centre vendors to generate comprehensive reports
• Maintain and update Excel spreadsheets with the latest performance metrics and operational data
• Provide weekly and monthly updates on the performance of contact centers with management 
• Work with other departments to assist with the extraction of data requested (e.g. Customer Satisfaction scores for a specific time period, volume of baggage-related interactions from a specific market, number of complaints in a month, etc.)
• Work with vendors to request for and validate data, ensuring timely and consistent updates
• Support administrative functions related to reporting and data management, such as updating of slides with the data extracted

Requirements

• Diploma in any discipline
• Proficiency with MS Office suite, especially Excel and Powerpoint
• Good communication skills, familiarity with technology and analysis of large data sets
• Excellent analytical and problem-solving skills, with the ability to interpret large data sets
• Team player with an eager to learn attitude.
• Proficiency with Power Query, Tableau, R, Python or SQL is a plus
• Knowledge of call center operations or aviation industry preferred