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About the Role

Join Flair’s Customer Experience team and help improve how we support our customers across every stage of their journey. As the Analyst, Contact Centers, you will use reporting, data analysis, and operational insights to strengthen customer care performance, improve service outcomes, and identify opportunities to reduce costs. This role will support business cases, BPO request-for-proposal processes, self-service initiatives, and the ongoing measurement of operational improvements.

Responsibilities

Develop and maintain reports, dashboards, and analyses related to customer care performance, costs, efficiency, and service outcomes.
Perform ongoing variance analysis between forecasted and actual cash flows, identifying key drivers and recommending improvements.
Analyze customer care data to identify trends, recurring issues, risks, and opportunities for improvement.
Translate complex data into clear insights and recommendations for operational teams and senior leadership.
Identify and support initiatives that improve operational efficiency and enhance the customer experience.
Identify opportunities to reduce customer care costs while maintaining service quality.
Monitor frequently reported customer issues and develop business cases for self-service tools and process improvements.
Support the development, evaluation, and management of requests for proposal processes for new business process outsourcing partners.
Prepare financial and operational business cases to support vendor, technology, and process decisions.
Maintain and support customer care tools, reporting systems, and related processes.
Work closely with operational teams to ensure proposed models, tools, and strategies can be successfully implemented.
Establish performance measures and track the results of customer care initiatives and ongoing efficiency improvements.
Support the monitoring and optimization of Zendesk, Amazon Web Services Connect, and other customer care platforms.
Perform other duties and responsibilities as assigned.

Requirements

Clear criminal record check and satisfactory employment references.
Must be legally eligible to work in Canada without restriction.

Skills

Excellent analytical and problem-solving skills, with the ability to interpret large data sets and identify meaningful trends.
Ability to translate data and operational findings into practical, actionable recommendations.
Strong written and verbal communication skills, with the ability to clearly present information to operational teams and senior leaders.
Sound judgment and the ability to make effective, well-supported decisions.
Curious and improvement-focused, with the confidence to challenge existing processes and identify better ways of working.
Strong attention to detail and accuracy in reporting and analysis.
Well-organized, with the ability to manage multiple priorities in a fast-paced and continuously changing environment.
Ability to collaborate effectively with operational teams, vendors, and internal stakeholders.
Demonstrated knowledge and understanding of company policies, standards, and safety responsibilities.

Location

Vancouver (YVR)
Toronto (YYZ)

Work Type

On-site

Experience Level

Minimum of 1–2 years of relevant analytical, reporting, customer care, or operational experience.
Previous experience within the airline industry is preferred.
Experience developing reports, dashboards, business cases, or operational performance analyses.
Experience supporting request for proposal processes or working with business process outsourcing partners is considered an asset.
Extensive working knowledge of Zendesk and Amazon Web Services Connect.
Knowledge of AmeliaRES, InteliSys, and/or Airline Choice is considered an asset.

Education Level

Bachelor’s or master’s degree in a quantitative field such as economics, mathematics, engineering, data analytics, business, or a related discipline.

Salary/Compensations

A salary that reflects your experience and contributions.

Benefits

Competitive medical and dental coverage, disability insurance, life insurance, and an employee & family assistance program.
A pension plan with employer-matched contributions.
Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions.

About the Company

We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better.
As Canada’s most reliable airline, we're all about offering real value.
At Flair, we prioritize our teams by cultivating a supportive, collaborative work environment filled with opportunities for growth.
Investing in our people is at the heart of what we do because your success fuels our collective achievements.
We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

Equal Opportunity

At Flair, we’re committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent.
We encourage candidates from all backgrounds to apply.
If you need accommodation during the selection process, just let us know.