Purpose of the position
Reporting to the Manager, Assisted Support, we are seeking a detail-oriented and tech-savvy CX Forecasting and Reporting Analyst to support the performance and efficiency of our customer experience (CX) operations. This role will lead contact volume forecasting and capacity planning efforts, act as a subject matter expert (SME) for CX systems and tools, and develop actionable reporting and analytics.
Key Responsibilities
Forecasting \& Workforce Planning
- Develop, maintain, and continuously improve short-term (intra-day, daily, weekly) and long-term (monthly, quarterly, annual) forecasts for inbound contact volumes across all customer interaction channels (e.g., phone, email).
- Analyze historical trends, seasonality, product launches, and business drivers to ensure forecast accuracy.
- Conduct variance analysis and back testing of forecast models to refine assumptions and methodology over time.
- Provide regular reporting on forecast performance, highlighting gaps, risks, and mitigation strategies.
- Support scenario modeling and "what-if" analyses to prepare for seasonal demands
- Ensure all forecasting models and planning documentation are up to date, version-controlled, and accessible to key stakeholders.
Reporting \& Data Analytics
- Design, build, and maintain performance dashboards, scorecards, and automated reports to monitor key contact center metrics (e.g., SLA, AHT, FCR, customer satisfaction).
- Translate raw data into clear, actionable insights to support decision-making across CX, Operations, and call center teams.
- Work closely with stakeholders to gather reporting requirements and ensure data outputs are relevant, timely, and aligned with business objectives.
- Utilize tools such as Excel, SQL, Power BI, and PowerQuery to manipulate data, create visualizations, and deliver data-driven narratives.
- Conduct deep-dive analyses into trends and anomalies in customer interactions, agent performance, or operational efficiency
- Monitor KPIs to flag potential service risks or areas for improvement and proactively escalate issues when necessary
- Support ad hoc reporting requests from various departments and provide consultation on data interpretation or application
Call Center Systems Expertise
- Serve as the internal subject matter expert (SME) for core CX systems, including but not limited to: Cloud based omnichannel contact center systems, Customer Relationship Management (CRM), Quality Monitoring, and Reporting/Analytics platforms
- Assist with system configurations, user permissions, reporting schemas, and troubleshooting of technical issues related to daily operations.
- Collaborate with IT, vendors, and cross-functional teams on system upgrades, integrations, and new feature implementations.
- Lead or support user acceptance testing (UAT), pilot programs, and rollouts for new tools, features, or process changes within the CX tech stack.
- Actively participate in vendor discussions and performance reviews to advocate for system enhancements or resolve service issues.
- Maintain documentation of system processes, configurations, data flows, and user guides
Education, Experience, \& Skills
- 2 years of experience in a call center or CX environment, preferably in workforce, reporting, or systems roles.
- Strong analytical skills and experience with forecasting methodologies.
- Proficiency in Excel, SQL, Power BI, PowerQuery, and Microsoft Office
- Experience with contact center systems such as AWS Connect 9or other omnichannel support environments) and/or Salesforce an asset
- Knowledge of QA processes and contact center KPIs
- Excellent problem-solving, communication, and cross-functional collaboration skills.
- Degree or Diploma in Business, or equivalent education and/or experience
- Experience with scripting or automation (e.g., Python, VBA) is a plus.
- Strong communication skills
- Strong team player who is self-disciplined, reliable, and adapts well to change
Supervision
- This position has no direct reports
Working conditions
- Hybrid work opportunity with 3 days/week in office at SMART's HQ located in Calgary, Alberta
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