Statistical Business Analyst

To deliver data analysis, reporting and budget management to support oversight and governance of LAO's Contact Center, the Client and Lawyer Support Centre (CLSC) and the Intake Operations Support (IOS) team.

Home position: Toronto
Secondary Locations: N/A

Reports to: Operations Manager, Intake Operations Support

• Extract, analyze, and communicate data related to the Contact Centre's services and expenditures including data from the phone system call queue logs, CRM, and finance databases (periodic and ad hoc).
• Collect qualitative information on Contact Center operations to explain shifts in KPIs.
• Support decisions related to development of long-term strategies and ongoing operations including workforce planning and financial management.
• Assist with evolution of performance management framework
 New KPIs
 New reports
• Collaborate with analysts across LAO to find and understand data, including working with other departments such as , Finance, Business Intelligence and Statistics and regional teams
• Support the budget management and analysis of the department.
• Extract and transform data to populate Power BI, enabling the creation of easy to query Contact Center reports.
• Expand the Power BI report portfolio by incorporating additional Contact Center performance metrics and insights.
• Lead the setup and migration of reporting modules during the Contact Center solution transition, conducting fit-gap analyses to ensure all reports are available in the new system.
• Map new data tables, update Power BI accordingly, and work toward integrating Power BI with the new Contact Center module to automate quarterly and annual reporting.
• Support the contact center on-boarding process.
• Support IOS Business Analyst in ensuring that front line staff are properly supported with tools/technologies
• Perform other tasks as needed.

• Advanced skills with MS Excel including VB scripting, pivot tables and lookup functions.
- Data preparation and transformation
- Chart creation and visualization
- Report automation
• Good knowledge of MS Access.
• Experience in creating, developing and maintaining reporting in PowerBi, including data modeling, dashboard design and automation. Excellent communication skills including the ability to simplify quantitative data for non-technical audiences.
• Ability to analyze and interpret data to evaluate and improve operational performance.
• Ability to build relationships and work as part of a team
• Intermediate ability to write SQL queries.
• Strong MS Office skills, especially PowerPoint.
• Knowledge of Contact Centre operations and performance measurement.
• Knowledge of LAO and the justice sector in general is an asset.
• Knowledge of PeopleSoft CRM is an asset.
• Knowledge of budgeting process.
• Undergraduate degree or equivalent combination of education and experience in statistics, economics, business, mathematics or data science

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