Senior Insights Analyst

Résumé du poste

The Senior Insights Analyst supports global contact centre reporting and analytics across sales, service, and workforce performance. They are responsible for developing scalable reporting solutions in Snowflake and Power BI to provide actionable business insights to leadership.

Détails du poste

Senior Insights Analyst About Us At TTC, we are Enriching lives by connecting people and places. For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives. Behind every unforgettable journey is a passionate team making it happen. That’s where you come in. OUR VALUES Everything we do is guided by our five shared commitments: Value Every Voice - We put people first. Act with Integrity - We do what’s right. Explore Beyond Boundaries - We’re driven by curiosity. Own the Outcome - We take responsibility for our decisions. Succeed Together - We’ve got each other’s backs. 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. About You 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.

Ce que vous ferez

The Senior Insights Analyst supports global contact centre reporting and analytics across sales, service, and workforce performance. They are responsible for developing scalable reporting solutions in Snowflake and Power BI to provide actionable business insights to leadership.

Exigences

Candidates need 3–5 years of experience in analytics or business intelligence with strong proficiency in SQL, Snowflake, and Power BI. Experience with contact centre operations and the ability to translate complex data for non-technical audiences is highly valued.

Compétences indiquées

• Power BI · Souhaitée
• SQL · Souhaitée
• Analyse de données · Souhaitée
• Stakeholder Management · Souhaitée
• CRM · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• SQL
• Snowflake
• Power BI
• Data Analysis
• Business Intelligence
• Operational Reporting
• Stakeholder Management
• KPI Development
• Contact Centre Analytics
• CRM
• Workforce Management
• Dashboard Development
• Data Governance
• Omnichannel Analytics
• Performance Measurement
• Presentation Skills

Domaines d’emploi

• Data & Analytics
• Customer Service & Support
• Hospitality
• Retail
• Technology