Senior Performance Analyst Customer Care

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Job Description:

Senior Performance Analyst Customer Care

GAME ON OLG needs you

Weve said GAME ON and we mean it OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital retail lottery and land-based gaming channels. Over the course of fiscal 2023-24 OLG delivered a record $2.4 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further with a new strategic direction that builds on successes to date as a world class gaming entertainment leader with a globally admired omni-channel platform.

We are ready to take this game to the next level and need a passionate Senior Performance Analyst Customer Care to provide insights that drive continuous improvement in Customer Care. By analyzing data across quality assurance customer feedback operational performance and business processes this role identifies trends risks and opportunities. The Performance Analyst transforms data into actionable recommendations enabling leaders and frontline teams to deliver exceptional customer and employee experiences.

YOUR ROLE IN THE GAME

Reporting to the Director Customer Care Shared Services you will be empowered to:

Data & Insights

• Collect analyze and interpret data from multiple sources (QA results XM discovery Qualtrics Dynamics CSAT WFM and operational KPIs)

• Build dashboards and reports that provide visibility into performance trends and opportunities

• Identify root causes of performance gaps and recommend targeted solutions

• Develop clear and compelling data visualizations that simplify complex information and highlight key insights for decision making

• Translate data into visual stories that help leaders and frontline teams understand performance drivers and opportunities

Performance Monitoring

• Track and report on KPIs across Customer Care supporting Frontline Specialty Training PMO and Backoffice

• Monitor operational metrics to identify efficiency opportunities

• Provide gap analysis and mitigation solutions when business goals are at risk of not being achieved.

• Partner with QA and Learning teams to ensure insights feed directly into coaching and training frameworks

• Partner with Project leads to ensure insights feed directly into business stakeholders

Continuous Improvement

• Work with managers and leaders to develop action plans based on insights

• Support process reviews by providing quantitative and qualitative data analysis

• Measure the impact of initiatives projects pilots and product launches and recommend adjustments to maximize results

Collaboration and Communication

• Act as a trusted advisor to managers and leadership present insights clearly and persuasively

• Collaborate with Customer Care teams to share and implement best practices across all lines of business

• Share Insights in ways that are accessible and actionable for frontline leaders

Tools & Innovation

• Leverage tools such as Power BI XM Discover Dynamics Excel Power Point etc. to enhance data-driven decision making

• Explore opportunities to automate reporting and streamline analytics processes

• Stay current on industry best practices in customer experience and performance analytics

• Review processes/metrics and research requirements for new opportunities to drive improvements automation or enhancements

WHAT YOU NEED TO PLAY

Work Experience: 2 to 4 years of experience in performance analysis business intelligence or customer experience experience building dashboards reports and performance insights using BI and analytics tools; experience supporting continuous improvement identifying process gaps and recommending solutions; exposure to contact centre technologies (e.g. WFM QA speech/text analytics CRM) is an asset

Knowledge & Education: Post-secondary diploma/degree in Office or Business Administration Analytics Economics and/or related discipline; strong data visualization expertise with the ability to tell stories through data; knowledge of contact centre performance metrics best practices and quality improvement; ability to translate complex data into clear actionable insights for non-technical audiences; familiarity with industry-related technology (speech analytics survey platforms CRM WFM); operational knowledge of Customer Care process and employee/customer experience drivers

Critical Skills: Ability to interpret data identify trends and recommend practical actionable solutions; strong analytical and problem-solving skills with a focus on diagnosing root causes; excellent communication and storytelling skills; able to influence through data; strong collaboration skills; able to build positive relationships across multiple teams; high attention to detail with the ability to balance accuracy and speed; strong organizational and time-management skills; able to manage multiple priorities in a fast-paced environment; proven ability to work with ambiguity and adapt to change quickly; flexibility to occasionally work outside of regular business hours in a 24/7/365 work environment .

Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work

Integrity and Trust: do whats right and operate with transparency and openness

PERKS OF JOINING OUR TEAM

• Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario

• Flexible Work Environment: to help balance both work and life

• Freedom to Innovate: supports new and better ways to be successful

• Be your Authentic Self: environment that values diversity as a source of strength

• Learning Galore: 24-7 access to robust online learning programs

• Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario

• Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

Learn about OLG GAME ON!

OLGs purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including lottery land-based casinos digital lottery and casino horseracing and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.

The key to our success is our people. Our culture will be grounded in true positive partnerships that embrace trust clarity and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.

Equity diversity and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.

While we are re-shaping and growing our business we are unwavering when it comes to living our purpose and ensuring our business delivers meaningful benefits for the people of Ontario. OLGs net profits are reinvested back into the province contributing to the quality of life for Ontarians.

To learn more about OLG go to our website at

We look forward to hearing from you interested applicants please apply online by December 8 2025.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at if you require accommodation at any time throughout the hire process.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

#LI-Onsite

Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act 1999 SO 1999 c 12 Sch L and the Employment Standards Act 2000 S.O. 2000 c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws OLGs Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection please contact 800-70 Foster Drive Sault Ste. Marie ON P6A 6V2.