Analyst-Ops Intelligence and Performance (Contact Centre)

This position requires in-person collaboration up to five days a week and may be hybrid.

Overview Of The Role

WestJet’s Contact Centre is evolving toward a more intelligent, insight-driven operating model. As part of this transformation, the Operational Intelligence & Performance Analyst will play a key role in shifting the organization from reactive reporting to proactive, context-rich decision support. This role serves as a centralized operational intelligence function—helping leaders understand what is happening, why it is happening, and what actions to take next. By connecting insights across performance, quality, workforce, and operational conditions, you will enable faster, more consistent, and more effective decision-making. Reporting to the Manager, Operational Support, you will collaborate closely with cross-functional teams to synthesize insights, identify risks and opportunities, and improve operational effectiveness across the Contact Centre.