Manager, Contact Centre Performance & Analytics
This is a full-time, permanent position starting as soon as possible.
Location & Hours
Work location: On-site at Distress Centre Calgary, 999 8 Street SW, Suite 500.
Hours: Monday to Friday, 9:00 am to 5:00 pm primarily in office with some flexibility to work remote or staggered hours.
What We Offer
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Generous Vacation Entitlement
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RRSP matching and Health Spending Account
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Extended health and dental benefits
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Access to on-site gym at no cost
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Paid development days and a staff development fund
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A supportive, mission-driven workplace where you can grow, take on new challenges, and collaborate with colleagues that value integrity, hard work, and making a meaningful community impact
Who We Are
For over 50 years, Distress Centre has served Calgary and Southern Alberta by providing 24-hour crisis support, information, and resources at no cost. Distress Centre does not define crisis. We do not judge. Anyone can call us day or night.
We are committed to fostering a respectful, inclusive workplace where employees are valued, experience a sense of belonging, and are confident being their most authentic selves. We welcome and encourage applications from Indigenous peoples, people with disabilities, and members of equity-deserving groups. We value all the ways that our community is diverse – in identity, experience and perspective.
What to Expect
The Manager, Contact Centre Performance & Analytics reports to Director, 24/7 Crisis and Navigation.
The role leads operational analytics, workforce intelligence, and performance reporting across Distress Centre Calgary and in collaboration with CMHA Edmonton contact centre environments.
The Manager, Contract Centre Performance & Analytics translates operational data into actionable insights that support service delivery, workforce planning, quality improvement, funding accountability, and strategic decision-making. This position plays a key role in optimizing contact centre performance across crisis response, navigation, and provincial service lines, including 211 and 988 related operations.
What You’ll Do
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Lead operational reporting and performance analytics to support service delivery, workforce planning, and organizational decision-making.
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Identify and track key operational performance metrics from Data Warehouse (eg. Call volumes, agent productivity, queue performance metrics
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Design and present compelling narratives, including data visualization to communicate implications of operational trends and patterns to DCC, CMHA-E leadership and to be shared with funders and other interest holders as needed.
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Review and evaluate existing processes to identify lessons learned, and opportunities for improvement in data collection, analysis, reporting, and presentation of data.
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Provide both standard and ad hoc reports and updates to leadership.
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Present findings to leadership to assist them in making program and policy decisions.
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Work with Data Governance Committee to Ensure Data Accuracy and Quality.
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Conduct operational workforce analytics to support sustainable contact centre performance and service delivery and remain current on operations, projects and analysis trends that may impact operations planning, performance management, workforce management, forecasting and other service delivery related functions.
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Identify key operations issues, relevant trends and correlations, risks, opportunities, and outcome measurements based on data analysis.
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Collaborate with leadership teams to develop proactive operations planning methods and tools that will provide insights into future operations, performance management needs and build contact centre capability and capacity.
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Provide historical and current views on operations, utilizing tools and methodologies to anticipate possible future outcomes (eg. Use of the Erlang formula to predict workload based on staffing levels and needs.
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Help analyze the effectiveness of program service delivery in achieving desired outcomes. Analysis will be used for ongoing programs and onboarding of new programs.
What You Bring
Qualifications & Experience
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Business degree is preferred; however, a degree in social sciences, public administration, or other related degree will be considered.
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3 to 6 years working in a contact centre environment and working with telephony systems is required.
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Strong analytical skills, with knowledge of statistical analysis, forecasting, and information reporting.
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Ability to communicate complex data in clear and meaningful ways.
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Demonstrated ability to develop and create strategic business cases, implement effective solutions, and see them through completion.
How to Apply
Please submit your resume and cover letter through ours ADP Career Centre.
Distress Centre is an inclusive workplace. If you are invited for an interview and require accommodation, please let us know. If you require accommodation during the application process, please call our main office and ask to speak to Human Resources.
We thank all applicants for their interest; only those selected for an interview will be contacted.
