Reporting Analyst, WRO

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing.   

Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.   

We have an exciting opportunity for a Reporting Analyst, WRO to join our Corporate Worldwide Reservations Office department. 

The WRO Reporting analyst will be a central source of analytics to support the business success. The  Analyst will play a key role in supporting the reporting and analytics needs of the Contact Center, The role will help drive insights, develop KPI’s and provide analytical support to enhance the performance of the Contact Centre. Additionally, this role will also support the Workforce Management Analyst with Payroll. 

This role is a fully remote full-time position working 35h per week, based in Ontario, hours of operations are Monday to Friday from 8:00am to 4:00pm subject to change based on business requirements, reporting to the Manager, Contact Centre Operations. This role involves interactions with internal and external stakeholders at various levels. 

Key Activities/ What You’ll Be Doing 

Workforce Planning  

• Monitor actual staff hours to budget to ensure remaining within allocated funds; report concerns immediately to Manager and provide tracking for monthly KPI reporting 

• Optimize long term and real time agent performance by using reporting, analytics and ProScheduler to schedule all offline phone and email activities 

Reporting  

• Develop and track KPI’s: Develop, implement and monitor KPI’s to measure the effectiveness of the contact centre and Identify training opportunities through data analysis for all areas.   

• Data Analysis and Reporting: Monitor and analyze performance to identify trends, opportunities, and areas for optimization. Provide actionable insights through enhanced reporting and data visualizations. Prepare weekly and monthly analysis and reporting for properties in the Diverted Reservations program Analyse and prepare reporting on call volume and work with the Workforce Management Analyst to ensure the correct level of staffing is in place. Distribute the monthly results for the Sales Incentive program and monthly competitions. 

• Stakeholder Support: Partner with the Diverted Properties to share insights on Contact Center Performance. 

Payroll 

• Where needed, assist the Workforce Management Analyst with Payroll entry. 

Desired Skills/ Who You Are 

Business / Analytics Skills  

• Works to understand the business need and how the data will be used to drive decisions  

• Demonstrates understanding of how analytics insights translate into action plans that will grow the business  

• Uses in-depth analytical skills to uncover insights beyond the statistical data leading to focused conclusions and actionable solutions.  

Strategic / Visioning Skills  

• Works to simplify complex issues for self and others.  

• Effectively navigates through ambiguity and complexity to provide clarity for the team and the requester  

Communication Skills  

• Works to understand the requester needs when building the upfront “story” to ensure clarity and actionability  

• Listens carefully to understand requirements and seeks clarity as needed  

• Provides well-structured reports and documents to convey analysis and insights that are clear, concise and reader-friendly.  

• Demonstrates understanding of the importance of storytelling by incorporating visual enhancements into presentations 

Critical Thinking: 

• Review trends and data to derive recommendations supporting business strategies, and demonstrate strong attention to detail   

Project Management: 

•  Organize and manage processes and expectations, and deliver according to key deadlines  

• Lead Agents (MOD), Supervisors 

• Possess a very high level of attention to detail to ensure accurate reporting and analysis 

• Strong written and verbal communication skills 

• Proficient in Salesforce Reports and Dashboards 

• Good working knowledge of PowerBI 

• High aptitude for working with data visualization technologies, dashboards and data schemas   

• Strong ability to turn data into impactful storytelling   

• Expert in Microsoft Office software (Excel, PowerPoint, etc) 

Experience, Education and Professional Qualifications / What You Bring 

• High school graduate and some college or university courses completed 

• Post-secondary diploma preferable 

• Experience in Contact Centre operations, with a focus on workforce planning 

• 1 – 3 years administrative experience in payroll in a Contact Centre environment 

• Experience with Salesforce, PowerBI, Excel is an asset. 

All internal applications must be submitted and approved in Workday by March 29, 2025.