Business Optimization Analyst - Customer Operations
Business Optimization Analyst - Customer Operations
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Job Description
Your opportunity is here two unique ways to make an impact.
Location: Edmonton AB (Downtown)
Term: 2 years
What We Offer:
- Competitive compensation
- Full Time; Mon Fri (Hybrid)
- 15 days paid vacation
- 5 additional flex paid days off
- Flexible benefits from first day of employment
- A culture based on caring integrity agility collaboration and safety
- This term position has the potential to open the door to permanent opportunities within our company
Why Work Here
At ATCO Gas we dont just deliver natural gas we deliver trusted service and community connection. Our Customer Operations team is central to that promise. Whether youre supporting front-line service or ensuring billing accuracy your work directly improves the experience of thousands of Albertans every day.
About the Role
Were hiring two Business Optimization Analysts (2-year terms) to support our Customer Care & Billing teams. Youll help identify inefficiencies implement new tools and coach internal teams on best practices all with the goal of improving how customers experience ATCO.
Were looking for curious people-focused professionals with a passion for process improvement and change enablement.
What You Get to Do:
For Both Positions:
- Lead or support process improvement initiatives across customer support and billing functions
- Apply change management practices to help teams adopt new tools and systems
- Create or update standard operating procedures (SOPs) and training documentation
- Facilitate or support training sessions coaching and quality assurance
- Collaborate across departments to improve customer experience employee performance and workflow efficiency
Customer Care Analyst:
- Drive improvements in customer service and call centre operations
- Coach and mentor Customer Care Representatives and Administrative Coordinators
- Identify root causes of service complaints escalations and training gaps
- Support onboarding and delivery of training programs
Back Office & Billing Analyst:
- Investigate billing discrepancies distribution charges and AUC tariff issues
- Improve back-office workflows for bill processing adjustments and reconciliations
- Liaise with regulatory and finance teams to ensure data accuracy and compliance
- Recommend system or process improvements base on root cause analysis
What You Bring:
- Bachelors degree or diploma in Business Management Information Technology Education or equivalent combination of education and experience
- 25 years of experience in utility operations customer service process analysis or billing support
- Understanding of AUC regulations Albertas deregulated energy market and customer account processes (asset)
- Certifications such as CBAP PMI-PBI Change Management Root Cause or Train-the-Trainer are considered assets
- Proficiency in Microsoft Office 365 Salesforce Power BI iGrafx telephony systems and Customer Care & Billing platforms (asset)
- Strong communication analytical and problem-solving skills
We would like to thank everyone for their application; however only those being considered for an interview will be contacted.
ATCO Gas is part of ATCO Ltd. ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics Utilities Energy Infrastructure Retail Energy Transportation and Commercial Real Estate. Learn more about how we build communities energize industries and deliver customer-focused solutions like no other company in the world at. ATCO is proud to be an equal opportunity employer. Visit our website for more information.
ATCO is proud to be an equal opportunity qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status veteran status sexual orientation gender identity or any other characteristic protected by our website for more information.
In the spirit of reconciliation we acknowledge the traditional territories and homelands on which many of our ATCO operations and facilities are located. We honour and respect the diverse history languages ceremonies and culture of the Indigenous Peoples who call these areas home.
Required Experience:
IC
Employment Type
Full-Time
