This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.
Why WestJet:
Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.
Join us, this is where your career story takes off.
Analyst-Ops Intelligence and Performance (Contact Centre)
** This is a hybrid position **
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’s 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.
Key Responsibilities
Operational Insights & Decision Support
- Translate complex, multi-source data into clear, actionable insights for leaders
- Provide context on performance trends, risks, and drivers to support decision-making
- Deliver leader-facing insight summaries to guide focus, coaching, and prioritization
- Proactively identify performance gaps, deterioration patterns, and recovery opportunities
Performance Enablement
- Support leaders in identifying coaching priorities and operational interventions
- Enable more effective leadership routines (e.g., 1:1s, performance reviews) through structured insights
- Contribute to “next best action” frameworks aligned to KPIs and operational conditions
Reporting & Data Visualization
- Design and maintain Power BI dashboards that integrate metrics with operational context
- Evolve reporting from static dashboards to insight-driven decision tools
- Strengthen KPI consistency, data definitions, and reporting standards across the organization
Standardization & Continuous Improvement
- Help establish standardized performance interpretation and operational health indicators
- Track interventions and outcomes to build organizational insight and consistency
- Support the development of scalable approaches to identifying risks, trends, and opportunities
Cross-Functional Intelligence
- Partner with Operations, WFM, Quality, and Program teams to connect insights across the service ecosystem
- Surface trends, friction points, and opportunities to inform broader operational and strategic improvements
Experience & Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent experience
- 3+ years of experience in an analytical role supporting operational decision-making
- Strong experience building dashboards in Power BI
Technical Skills
- Advanced SQL proficiency (required)
- Knowledge of data warehousing, OLAP, and ETL frameworks
- Experience working with Snowflake
- Experience with tools/languages such as Alteryx, Python, R, or VBA (asset)
Core Capabilities
- Strong analytical and problem-solving skills, with the ability to connect data to business context
- Ability to synthesize insights across multiple domains (performance, quality, workforce)
- Excellent communication skills with experience presenting to diverse audiences
- Proactive, curious, and comfortable working in evolving environments
Assets
- Airline and/or Contact Centre experience
- Understanding of Data Science or AI concepts
The benefits of being a WestJetter:
WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:
- A fun and friendly culture with colleagues who work together to win
- Travel privileges for you and your family, effective from your start date
- Savings and Benefit programs that are flexible to meet your specific needs
Think we’re a great fit? Apply now!
About WestJet Group of Companies
WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Since the Sunwing Airlines integration in 2025, more than 15,000 WestJetters support nearly 200 aircraft and connect guests to our global network of more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia. The WestJet Group is a major Canadian employer and includes WestJet Airlines, WestJet Encore and Sunwing Vacations Group. We’re Canada’s leading value airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.
Our safety promise
At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others. WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.
Our commitment to diversity, equity and inclusion
We embrace what makes each of us unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at
[email protected].
We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. If this role isn’t the right fit, we encourage you to explore future opportunities with us.
For more information about everything WestJet, please westjet.com/aboutus.
If you wish to withdraw your application or request that your personal information be deleted, please contact us at
[email protected].
