Data Analyst

Role overview

Responsibilities

• Oversee workforce planning processes, including short-term staffing plans covering 1 to 12 months.
• Build statistical dashboards and explain data to support coaching and improvement.
• Analyze operational and workforce data and provide management recommendations on workforce planning, operations, and strategy.
• Research external business factors and analyze trends using workforce management system data.
• Evaluate call center trends, benchmarks, workload, and resource deployment; recommend improvements.
• Collaborate with stakeholders, prioritize analytical requests, and support operational decisions.
• Ensure analytical outputs align with policies, standards, and governance requirements.
• Represent Customer Care in relevant projects and provide ad hoc analyses across Energy Services and EPCOR.
• Build and maintain dashboards, reports, and automated products using Power BI, Python, and Microsoft Office tools.

Qualifications and experience

• Bachelor's degree in Business, Economics, Statistics, Accounting, Finance, Computer Science, Data Analytics, or a related discipline.
• At least 3 years of experience in data analysis, reporting, forecasting, or performance measurement in a business environment.
• Experience with large datasets, databases, and analytical tools; customer care or utility experience is an asset.

Technical and professional skills

• Proficiency in analysis, forecasting, reporting, and performance measurement.
• Proficiency with Microsoft Office applications, Power BI, SQL, and Python.
• Ability to develop dashboards, reports, and visualizations and turn findings into actionable recommendations.
• Strong communication, organization, collaboration, problem-solving, initiative, continuous improvement, and attention to detail.