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Business Analyst Eastlink Designated office: Belmont House 33 Alderney Dr, Dartmouth, NS B2Y 2N4 This position is 100% on-site working from the designated office The Analyst is responsible for measuring and analyzing key metrics within the Customer Care & Accounts Receivable departments and comparing them to best practice. The Analyst is also responsible for identifying and implementing process improvements, working closely with management team members to minimize bad debt risk and improve operational efficiencies while ensuring superior, outstanding customer service. Job Responsibilities: Measure & monitor performance, efficiency and productivity metrics Conduct on-going tracking, reporting, and analysis of trends in operations areas, comparing results to established performance benchmarks (sales incentive & performance, Accounts Receivable Scorecard, call center metrics including interaction volume, SL, ASA, etc...). Assess interaction volume and forecasting requirements to improve resource scheduling efficiencies Assist in development of programs and special projects designed to gather data and ultimately improve operational efficiencies Measure, track, and monitor sales performance including daily, weekly, monthly, and YTD actuals to target along with ongoing sales incentive campaigns Job Qualifications: Self-directed and driven to take initiative a must Advanced Excel skills a must 3+ years experience in a financial, customer service-related role Post secondary education, and a degree in accounting, finance or business administration is a plus Demonstrated ability to analyze large volumes of operational data and identify trends Strong attention to detail and accuracy Ability to present data in a meaningful way that will help decision makers Experience in a credit and collections call centre and or telecommunications environment an asset Goal & results oriented with desire to contribute to profitability of the organization Motivated self-starter who can develop and successfully execute a plan About Eastlink Eastlink is proudly family-owned and headquartered in Halifax, Nova Scotia. After more than 50 years, we’ve grown from a small-town startup into one of Canada’s Best Managed companies without losing our entrepreneurial edge. We move fast. We try new things. We care about doing right by our customers, and we’re not afraid to take a different approach to make that happen. Why Work With Us We could say we’re not your typical telecom, but what makes us different is how we operate day to day. At Eastlink, we’re a tight-knit team all working toward common goals. We’re big enough to do meaningful work, but small enough that you can actually make your mark. You won’t get stuck waiting for layers of approval or years of tenure to make an impact! We believe in getting involved, speaking up, and figuring things out together. We’re always listening, learning, and adapting because our customers (and our people) expect us to. And just like we invest in our network, we invest in you, with intention and for the long run. We’re committed to building a workplace where everyone feels they belong. We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

What you’ll do

The Analyst measures and analyzes key metrics for Customer Care and Accounts Receivable to improve operational efficiencies and minimize bad debt risk. Responsibilities include tracking performance benchmarks, forecasting interaction volumes, and monitoring sales performance.

Requirements

Candidates must have 3+ years of experience in a financial or customer service role and advanced Excel skills. A degree in accounting, finance, or business administration is considered a plus.

Listed skills

• Data analysis · Preferred
• Financial analysis · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Advanced Excel
• Data Analysis
• Trend Analysis
• Performance Monitoring
• Forecasting
• Financial Analysis
• Reporting
• Process Improvement
• Resource Scheduling
• Credit and Collections

Job areas

• Data & Analytics
• Finance & Accounting
• Customer Service & Support
• Technology
• Management & Leadership