Sr Analyst Care Ops Reporting

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.


Because we believe connections unite us, possibilities fuel us, and moments define us.


As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.


Reporting to the Manager of Care Operations Reporting, this successful candidate will be responsible for generating actionable insights for Care Nation and our leadership teams to manage performance and transform our operations.


What you'll be doing:

  • As a Senior Analyst in Rogers’ Care Operations Data & Insight (ODI) team, you’ll have a customer-first mindset to develop interactive & metadata-rich intelligence sources for our Leadership (SLT/ELT/Board), Operation, and Support teams across all Consumer Brands (Rogers, Fido, Chatr) and lines of business (Connected Home, Wireless). 
  • Using Tableau as the primary Analytics/Reporting toolset, you’ll build creative Dashboards and Reports that translate data into actionable insights in a flexible and effortless way.  You’ll leverage Tableau Desktop/Server for creating dashboards, Data Prep and Prep Conductor to drive standardized data management across the teams we serve and support.
  • As an expert in ‘visual storytelling’ and report building, you’ll be laser-focused to solve complex business problems using new and innovative data visualizations outside of simple data tables and bar charts. You’ll adopt the best dashboard and reporting design practices to interpret complex data points into concise insights for consumption across the organization, including SLT & ELT audiences.
  • Leading Report and Dashboard development lifecycles from proof of concepts, socialization with stakeholders, QA testing, deployment, driving through to maintaining the adoption of insights and reports with stakeholders.
  • Be a trusted advisor with our business partners, creating collaborative relationships to build a strong understanding of problems we’re trying to solve using data and insights. Develop recommendations in generating actionable insights about our Solution Centre and Operational Performance, with superior knowledge and expertise in Contact Centre analytics, performance management and statistical methodologies
  • An high-level of proficiency of data processing and ETL’s using MS SQL, Python, SSIS, MySQL and Oracle to integrate seemingly disparate data points into rich sources of data and intelligence.
  • Bringing a passion and urgency for creating superior operational intelligence drives tangible benefits, aligning to Care Nation’s strategic priorities with a high degree of autonomy. 
  • With your expert knowledge, build plans to educate / coach/mentor team members on technical execution and coaching stakeholders on generating value from solutions we’ve developed.


What you bring to the role:

  • A drive, energy, and urgency to deliver innovative insights and support leadership decision making
  • As an early technology adopter, you’ll have curiosity on to how to integrate cutting-edge technology into our operations
  • 5+ years of experience building dashboard and reports using Tableau and other BI tools
  • Tableau Professional certification for Desktop
  • 3+ years of experience in managing Contact Centre reporting or another operational field (s)
  • 3+ years in building and maintaining operational solutions using SQL, R, Python
  • 3+ years of experience in data management principles
  • Bachelors degree in Business Administration, Computer Science, Economics or Engineering



As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.

Please click here to review conditions that may qualify for medical exemption to the COVID-19 vaccine.



Schedule: Full time
Shift: Day
Length of Contract: 12 Months
Work Location: 333 Bloor Street East (012), Toronto, ON
Travel Requirements: None
Posting Category/Function: Reporting and Analytics & Analyst
Requisition ID: 252535
Together, we'll make more possible, and these six shared values guide and define our work:

  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment


What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.
Posting Notes:  Customer Experience





Toronto, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.

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