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Senior Performance and Business Intelligence Analyst

OLG (Sault Ste. Marie)

Company: OLG
Job Type: Permanent Full
Posting Closes: July 6, 2022
Related Link: Visit website

GAME ON – OLG needs you

We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based casino channels. In our fiscal 2019-20 year alone, OLG delivered over $2.3 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.

The Senior Performance and Business Intelligence Analyst is a key support role that is critical to the success of the Customer Care strategic plan.  You will work closely with the management team to identify areas of opportunity within Customer Care based on performance, call drivers and key performance indicators. This role is responsible for interpreting data, analyzing results using statistical techniques, providing reports, developing and implementing data analyses, using data collection systems and other strategies that optimize statistical efficiency and quality.


Reporting to the Senior Manager Resource Planning & Optimization you will be empowered to:

Showcase Your Expertise

  • Identify opportunities and implement approved strategies to reduce, maintain or improve service level, drive performance and process improvements to meet targets
  • Develop actionable insights that can be used to optimize strategy by building reports, dashboards, decision-optimization tools, and visualizations (using Python/R, SQL, Tableau/PowerBI)
  • Deliver weekly, monthly and quarterly insights based on reports (WFM and performance indicators) and support the quarterly target setting process
  • Identify, analyze, and interpret trends or patterns in complex data sets to create models that depict trends in WFM and Customer Care performance metrics and correlate them with OLG business metrics as a whole.
  • Filter and “clean” data by reviewing calculations and data sources for ongoing and new reports to locate and correct data inconsistencies
  • Curate and maintain all telephony and routing records pertaining to routing, IVR and ICE
  • Analyze historical trends as they relate to impact on future decisions and recommendations.
  • Use the Workforce/Telepoth/PBIi and other Customer Care systems to effectively produce required reports

Generate Insights and Build Relationships

  • Develop a deep understanding of our current business processes and collaborate with the lines of business on continuous improvement initiatives
  • Build Relationship with the management team to prioritize business and information needs to leverage and extend existing analytical research


Work Experience: 3+ years of relevant experience in a similar role; experience with Workforce Management Scheduling Software, Python/R, SQL, PowerBI/Tableau, Microsoft Excel, Word and PowerPoint

Education: Post-secondary degree or diploma in Business, Math, Statistics, or other related field

Skills & Knowledge: Understanding of workforce management, performance analytics and applications;  knowledge of contact center best practices, performance measurement, quality improvement and vendor performance management; technical expertise regarding data models, database design development, data mining and segmentation techniques; competent in conducting various types of independent analysis including skills in data collection, cleaning and analysis and the ability to extract and present insights and findings; ability to interpret data, identify trends, solve complex problems and identify process improvement opportunities; advanced proficiency using Python, SQL and Microsoft Office tools is a MUST, skilled in various WFM, support operations and reporting tools and technology (i.e. Aspect, IEX, PowerBI, JiRa, Salesforce, Tableau, Workday, Calabrio)

Results Driven: Builds positive working relationships, communicates clearly, meets deadlines and delivers quality work; flexibility to work outside of regular business hours in a 24 x 365 environment

Negotiation and Influence: well-developed interpersonal skills, ability to negotiate and influence effectively while being open to perspectives and maintaining strong relationships

Strategic Thinker: strong strategic and critical thinker with ability to delve into unique challenges and find creative solutions

Collaboration & fun: inclusive and collaborative work style while creating fun and excitement in our work

Integrity and trust: do what's right and operate with transparency and openness

Licenses, Registrations, Certificates: 

  • AGCO Category 2 Gaming Assistant Registration (Initiated at offer stage - employment is conditional upon obtaining and maintaining this license)


Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario

Flexible Work Environment: to help balance both work and life

You Matter: family friendly work practices and remote work

Freedom to Innovate: supports new and better ways to be successful

Be your Authentic Self: environment that values diversity as a source of strength

Learning Galore: 24-7 access to robust online learning programs 

Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario

Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

Learn about OLG – GAME ON!

OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.

The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including remote work.

Equity, diversity, and inclusion are essential elements of our culture, the cornerstone to our values of respect, integrity, stewardship, and excellence. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.

While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.

To learn more about OLG go to our website at  

We look forward to hearing from you, interested applicants please apply online by July 6, 2022.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at if you require accommodation at any time throughout the hire process.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

Contact OLG (Sault Ste. Marie)