Senior Insights Analyst

POSITION SUMMARY

The Senior Insights Analyst is responsible for supporting TTC's global contact centre reporting, analytics, and operational insight capabilities across sales, service, workforce, and omnichannel performance.This role combines technical expertise with business-facing analytical support, partnering closely with operational leadership and key stakeholders to deliver scalable reporting solutions, actionable insights, and data-driven decision support.

The successful candidate will possess strong experience working with Snowflake, SQL, Power BI, and large operational datasets, while demonstrating the ability to communicate meaningful business insights to both technical and non-technical audiences.

Experience supporting contact centre or customer operations environments is highly valued, along with the ability to adapt to evolving business priorities and support continuous improvement initiatives.

KEY RESPONSIBILITIES

Reporting & Business Insights

• Analyze global contact centre performance across sales, service, customer experience, productivity, and operational KPIs.
• Deliver actionable insights through dashboards, executive reporting, and performance reviews.
• Support forecasting, incentive reporting, benchmarking, and strategic decision-making.
• Identify trends, risks, opportunities, and key performance drivers across regions and teams.

Technical Development & Data Management

• Develop and maintain SQL queries, datasets, and reporting solutions within Snowflake and Power BI.
• Manage and integrate data from contact centre, CRM, workforce, and sales platforms.
• Support reporting automation, dashboard modernization, and analytical initiatives.
• Ensure data quality, KPI consistency, and reporting governance standards are maintained.

Stakeholder Partnership & Communication

• Partner with operational, commercial, and transformation stakeholders to align reporting with business priorities.
• Translate complex data into clear, actionable insights and recommendations.
• Present reporting outcomes to technical and non-technical audiences, including senior leadership.
• Serve as a trusted resource for KPI definitions, reporting methodology, and operational analytics.

Process Improvement & Transformation

• Drive improvements in reporting efficiency, automation, and operational visibility.
• Support transformation initiatives, including CCaaS, AI, and reporting modernization programs.
• Expand customer-centric and omnichannel analytics capabilities.
• Contribute to scalable reporting governance, best practices, and future-state analytics architecture.

ROLE SUCCESS CRITERIA

• Deliver accurate, timely, and actionable reporting that supports operational and strategic decision-making.
• Maintain reliable and scalable reporting solutions, dashboards, and datasets.
• Ensure KPI consistency, data quality, and reporting governance standards are upheld across business functions.
• Provide meaningful insights that improve customer experience, operational efficiency, commercial performance, and business outcomes.

KEY COMPETENCIES FOR SUCCESS

Key Competencies

Description

Linked Value/s

Analytical Thinking & Insight Generation

Interprets complex datasets, identifies trends, and translates data into actionable business recommendations.

Explore Beyond Boundaries, Own the Outcome

Communication & Influence

Communicates insights clearly and effectively to technical and non-technical audiences, influencing decision-making through data-driven recommendations.

Value Every Voice, Succeed Together

Stakeholder Partnership

Builds strong relationships across operational, commercial, and technical teams to align reporting solutions with business priorities.

Succeed Together, Value Every Voice

Quality & Attention to Detail

Maintains high standards of data accuracy, KPI consistency, and reporting governance to ensure trust in reporting outputs.

Act with Integrity

Adaptability & Continuous Improvement

Embraces change, seeks opportunities to improve reporting processes, and supports transformation initiatives.

Explore Beyond Boundaries, Own the Outcome

Accountability & Results Focus

Takes ownership of reporting deliverables, meets deadlines, and delivers insights that drive measurable business outcomes.

Own the Outcome

Business & Customer Focus

Understands operational and customer experience objectives, ensuring reporting supports both business performance and customer outcomes.

Value Every Voice, Own the Outcome

Collaboration

Works effectively across regions, functions, and teams to deliver scalable reporting and analytics solutions.

Succeed Together

YOUR EXPERIENCE AND EXPERTISE

Essential skills

• 3-5 years of experience in analytics, business intelligence, operational reporting, or contact centre analytics environments.
• Strong proficiency in SQL, Snowflake, and Power BI.
• Experience developing dashboards, reporting solutions, and business intelligence datasets.
• Strong understanding of operational KPIs, reporting frameworks, and performance measurement.
• Ability to analyze large datasets and translate findings into actionable business insights.
• Strong stakeholder management, communication, and presentation skills.
• Experience working with CRM, contact centre, workforce management, or sales platforms.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.

Desirable skills

• Experience working within contact centre, customer operations, or sales environments.
• Experience with Genesys, Salesforce, or similar customer engagement platforms.
• Experience supporting reporting modernization, automation, or transformation initiatives.
• Exposure to omnichannel reporting, customer journey analytics, or AI-enabled analytics capabilities.
• Experience working within global or multi-regional organizations.