Statistical Business Analyst

Job Location: Toronto

Job Category: Business Analysis

Job Classification: FPA7

Role Designation: Flexible Hybrid - In person days can be flexible from week to week subject to manager approval and operational requirements.

Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.

We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.

Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.

Primary function

To deliver data analysis, reporting and budget management to support oversight and governance of LAO’s Contact Center, the Client and Lawyer Support Centre (CLSC) and the Intake Operations Support (IOS) team.

Home position: Toronto
Secondary Locations: N/A

Reports to: Operations Manager, Intake Operations Support

Key accountabilities

1. Extract, analyze, and communicate data related to the Contact Centre’s services and expenditures including data from the phone system call queue logs, CRM, and finance databases (periodic and ad hoc).
2. Collect qualitative information on Contact Center operations to explain shifts in KPIs.
3. Support decisions related to development of long-term strategies and ongoing operations including workforce planning and financial management.
4. Assist with evolution of performance management framework, including new KPIs and new reports.
5. Collaborate with analysts across LAO to find and understand data, including working with other departments such as Finance, Business Intelligence and Statistics and regional teams.
6. Support the budget management and analysis of the department.
7. Extract and transform data to populate Power BI, enabling the creation of easy to query Contact Center reports.
8. Expand the Power BI report portfolio by incorporating additional Contact Center performance metrics and insights.
9. Lead the setup and migration of reporting modules during the Contact Center solution transition, conducting fit-gap analyses to ensure all reports are available in the new system.
10. Map new data tables, update Power BI accordingly, and work toward integrating Power BI with the new Contact Center module to automate quarterly and annual reporting.
11. Support the contact center onboarding process.
12. Support IOS Business Analyst in ensuring that front line staff are properly supported with tools/technologies.
13. Perform other tasks as needed.

Required skills & experience

1. Advanced skills with MS Excel including VB scripting, pivot tables and lookup functions.
2. Data preparation and transformation.
3. Chart creation and visualization.
4. Report automation.
5. Good knowledge of MS Access.
6. Experience in creating, developing and maintaining reporting in Power BI, including data modeling, dashboard design and automation. Excellent communication skills including the ability to simplify quantitative data for non-technical audiences.
7. Ability to analyze and interpret data to evaluate and improve operational performance.
8. Ability to build relationships and work as part of a team.
9. Intermediate ability to write SQL queries.
10. Strong MS Office skills, especially PowerPoint.
11. Knowledge of Contact Centre operations and performance measurement.
12. Knowledge of LAO and the justice sector in general is an asset.
13. Knowledge of PeopleSoft CRM is an asset.
14. Knowledge of budgeting process.
15. Undergraduate degree or equivalent combination of education and experience in statistics, economics, business, mathematics or data science.

Only candidates selected for an interview will be notified.

Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.

Legal Aid Ontario (LAO), an independent but publicly funded and publicly accountable non-profit corporation. None of this material may be commercially reproduced, but copying for other purposes, with credit, is encouraged.