Systems and Analytics Specialist


24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 19 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story -

Working closely with multiple departments, this role is responsible for leveraging, creating and disseminating data analysis to help identify areas of opportunity, developing solutions, and ensuring key metrics are achieved

  • Assist leadership and management in data acquisition, analytics, reporting, and process development/implementation.
  • Develop and implement regular maintenance of client facing and internal reporting across multiple platforms (excel/google/smartsheets).
  • Maintenance and coordination of internal access to client systems for 350+ staff
  • Partner in strategy implementation with all levels in OPS, RTA/Ops Support, Senior Management to better align on deliverables; ensuring execution across all channels

  • Analytical mindset and robust problem solving skills.
  • Attention to detail.
  • Familiarity with both low and high-level roles in a contact center setting and responsibilities/interactions thereof.
  • Knowledge of and functional experience with statistical mathematics, analytics, data modelling, SQL/database standards, Microsoft Excel/Power Pivot, Javascript/HTML, Google Suite, Aspect/WFM/WFO

  • 1-2 years of reporting experience, preferably in the contact center industry
  • Post-secondary education preferred
  • Excellent verbal & written communication skills
  • Strong emotional intelligence
  • Leadership problem-solving and analytical skills 
  • Exceptional organizational and time management skills with the ability to multitask and prioritize

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