Department: Customer Operations
Location: 6300 Steeles Ave West, Woodbridge
Total Expected Compensation: 65,000-95,000
Position Summary:The successful candidate will assist in leveraging customer, digital and contact center data to create insights that will be useful for the 407 ETR contact center. This role will assist the Manager, Analytics & Reporting and other key stakeholders to bring efficiencies, actionable data and insights to 407 ETR. This job involves managing the Analysis & Reporting Team within the Customer Operations department. You will be responsible for overseeing departmental reporting and providing business insights.
Duties and Responsibilities:Leadership
Lead and manage the Analysis & Reporting team, providing clear direction on priorities, deliverables, and timelines.
Create an engaging and high‑performance team environment that promotes accountability, collaboration, and continuous improvement.
Set team goals, manage workload and capacity, delegate tasks, and ensure deadlines and service levels are met.
Monitor team performance, provide ongoing coaching and feedback, and complete performance reviews.
Recruit, onboard, train, and develop team members to build strong analytical and reporting capabilities.
Support Customer Operations with operational initiatives, special projects, workforce management, and scheduling activities as required.
Act as a trusted partner to business stakeholders by understanding their needs and translating them into meaningful insights and reporting solutions.
Represent the department on internal committees and cross‑functional initiatives.
Lead development and enhancement of reporting using AWS Connect, Contact Lens, and related data sources.
Partner with IT and vendors to leverage AWS Connect Data Lake outputs and BI tools for scalable reporting.
Reporting, Business Insights and Forecasting
Responsible for the creation and maintenance of regular reports, presentations with business insights, and ad hoc reports.
Accountable for all reports to be completed accurately and on time as outlined in the Service Level Agreements.
Ensure team is meeting productivity and service level targets.
Own the end‑to‑end delivery of recurring and ad‑hoc reports, ensuring accuracy, timeliness, and consistency.
Translate business and operational requirements into clear AWS Connect reporting specifications.
Ensure accuracy and integrity of reporting across Customer Operations.
Examine, interpret, and report results of analytical initiatives to business stakeholders and the Senior Management Team (SMT).
Manage and optimize processes for data analysis and reporting.
Ability to coach team and provide direction where needed.
Post-Secondary diploma or degree in Business, IT, Data, Finance, Statistics, or a related field.
Minimum five years of leadership experience.
Proficient in SQL querying and data manipulation techniques to extract, transform and analyze data from various sources.
Demonstrated experience in data analysis and reporting; call center, customer operations and collection analytics experience preferred.
Advanced skills in MS Office such as Power Automate, Excel, including VBA and Macros for data extraction and reporting.
Strong data visualization skills with proven expertise in Power BI and Tableau for creating interactive dashboards and reports.
Solid understanding and working knowledge of database systems, table and field structures and queries to understand DataMarts (Customer attributes, AR, Billings and Cash Application).
Experience using data analytics in a cloud environment.
Experience with AWS Connect, Contact Lens, or cloud‑based data lakes.
Excellent communication (written and verbal), presentation and report writing skills.
Demonstrated ability to collaborate, listen, identify, evaluate, and take initiative consistently.
Effective ability to act and decide objectively and in a fair and unbiased manner.
Strong people leadership and performance management skills. Coaching experience, employee development, engagement and recognition.
Strong ability to plan and manage numerous processes, people and projects simultaneously.
Strong problem solving, quantitative and analytical abilities.
Ability to prioritize time and work on multiple tasks with strict deadlines.
We are actively seeking to fill this role as it is a current vacancy.
About 407 ETR
Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.
407 International Inc. is the sole shareholder of 407 ETR and is owned by:
Cintra Global S.E., a subsidiary of Ferrovial S.A. (48.29%)
Canada Pension Plan Investment Board (CPP Investments) and other institutional investors with non-controlling interests (44.20%)
Public Sector Pension Investment Board (PSP Investments) (7.51%)
Learn more at 407etr.com
Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.
Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.
Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.
Top Skills
407 ETR Ontario, CAN Office
6300 Steeles Ave. West, Ontario, Canada, L4H 1J1
.png)
