About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We are looking for a highly detailed and organized Junior Analyst to join our dynamic Financial Planning & Analysis (FP&A) team. This role is critical to the accuracy of our billing process. The successful candidate will be responsible for auditing agent hours tracked across our systems for over 200 clients, ensuring data integrity and preventing revenue leakage. This position offers an excellent opportunity to develop analytical skills within a fast-paced call center environment.
As Junior Analyst, FP&A, You Will…
- Perform daily audits of agent hours logged in our tracking systems against the scheduled time to ensure accuracy for billing purposes.
- Systematically identify, investigate, and document variances, discrepancies, and potential errors in reported hours.
- Collaborate proactively with Operations leadership to facilitate the timely investigation and correction of identified discrepancies.
- Maintain detailed logs of audit findings and track the status of resolutions to ensure all issues are brought to a close.
- Escalate persistent issues or significant discrepancies to management clearly and concisely to ensure prompt resolution.
- Assist in generating reports related to agent productivity, billable hours, and audit outcomes.
- Contribute to the continuous improvement of audit processes and best practices.
As Junior Analyst, FP&A, You Need…
- Post-secondary education in Business, Finance, Accounting, or a related field is preferred.
- Proven proficiency in Google Sheets / Microsoft Excel is essential.
- Exceptional attention to detail and a commitment to accuracy are paramount.
- Strong organizational and time-management skills with the ability to manage a high volume of tasks and meet daily deadlines.
- Excellent written and verbal communication skills, with the ability to articulate complex issues clearly to various stakeholders.
- A proactive and persistent approach to problem-solving and follow-up.
- Ability to work independently as well as part of a collaborative team.
- Previous experience in an analyst, auditing, or call center role is an asset but not required.
