The Customer Care Operations Analyst is responsible for the identification and implementation of effective analysis and solutions to meet business goals within the division, and the analyst is assigned work that support the overall Meter to Cash process. This role develops processes, procedures and tools to confirm governance and compliance in the delivery of the Customer Care Programs. The successful candidate will design and develop reports to assist leaders and external stakeholders in the efficient and effective management of programs and provides support for the ongoing responsibilities of the group. This position is responsible for the execution and development of processes, procedures, and tools to support resource balancing, vendor management and productivity initiatives. The incumbent may also lead and/or provide support for monthly divisional financial reporting, budgeting, and resource forecasting. KEY RESPONSIBILITIES: typedisc: :The key responsibilities of the Customer Care Operations Analyst will vary depending on the area they support, and may include: : Integrates and interprets data, prepares presentations and supporting documentation to communicate analysis results, and provides recommendations to the Leadership team for decision:making; : Leads cost/benefit analysis and provides recommendations to Senior Management for development of divisional improvement solutions and programs to support strategic divisional objectives; : Provides analytical and reporting support for divisional financial reporting, and assists with the preparation of strategic business plans to align with corporate objectives and ensure Customer Care KPI's and strategic objectives are met; : Acts as a key business resource and/or lead for projects and initiatives within the Customer Care division, including managing multiple initiatives, developing work plans, facilitating and introducing new processes and technology to staff, and confirming projects meet milestones and high:quality standards; : Initiates opportunities to enhance, automate or streamline reporting processes to support changing business requirements; : Provides process leadership and seeks opportunities to develop, re:engineer or enhance existing processes to meet reporting, regulatory or best practice requirements; : Supports the development of business cases, requirements gathering and gap analysis to facilitate process re:engineering solutions; : Implements process and procedure enhancements to support the overall efficiency of the department; : Assesses and evaluates the current state of the Customer Care(Call Centre, Accounts Receivable, Meter Data Collection and Management) operational environment, and identifying new opportunities and risks; : Analyzes call patterns, seasonal factors, new program launches, and other factors to forecast future call volumes and determines appropriate staffing levels to meet call service levels; : Reviews schedules, performs resource balancing to optimize productivity, verifies that the work program is accurately tracked, and performs variance and gap analysis; : Collaborates with vendors and leads vendor relationship management activities, including establishing standards of performance, conducting vendor meetings and audits, and implementing appropriate controls to measure and manage service standards; : Designs and develops (relational) databases for collecting data to support business decisions; and : Researches, develops, extracts and validates data and processes required to support Customer Care and collaborative divisional related Ontario Energy Board rate filings, regulatory reporting, regulatory and legislative consultative processes and directives, internal and external audits, and participates in narrative drafting/interrogatory responses and face:to:face meetings with external regulatory bodies. REQUIREMENTS: : Undergraduate degree in Business, Engineering, M