Analyst, Realtime

Cogeco•Trois-Rivières, QC

1d•Onsite

About The Position

The real-time analyst is responsible for intraday queue management and re-forecasting for the US contact center. This includes managing inbound calls, chat, and email platforms, as well as outbound telemarketing. The analyst will report and explain key metrics for service level, AHT, occupancy, forecast, and absenteeism.

Requirements

Minimum 5 years of experience in preparing written reports and analysis, including the ability to make sound recommendations or business decisions in a contact center environment.
Fluent in English and French (spoken and written) required to collaborate with stakeholders in Quebec, Ontario, and across the United States.
Must be proficient in desktop and cloud applications, including MS Office applications (i.e. Excel, Word) and Google Cloud Platform (Sheets, Slides)
Must be highly organized and detail-oriented with demonstrated analytical skills and time management skills.
Demonstrated interpersonal skills with a winning customer service attitude and professional demeanor.
Ability to communicate with a high degree of tact and diplomacy.
Self-motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
Open to change with a learning attitude toward work and to contribute to the team’s success in attaining overall objectives.
The ability to multi-task and manage concurrent projects in a fast-paced environment with limited supervision is required.

Nice To Haves

A previous background in Contact Centre Management and Workforce Management is an asset.
A previous background with Aspect & Five9
A strong understanding of contact center procedures, processes, and technologies is preferred.

Responsibilities

Monitors calls, chats, and email contacts from customers.
Conducts real-time analysis of all metrics for multiple lines of business - Forecast Variances, Service Level targets, AHT target variances, Occupancy targets, Staffing requirements, etc.
Approves all real-time requests for offline activities (training, meetings, coaching, etc) based on business needs/service level
Responsible for all Aspects updates affecting current day schedules (e.g. absences, coaching, offline activity, training, etc)
Reforecasts intraday to make decisions on staffing.
Coordinate real-time activities related to staffing (read time, ad hoc meetings, and coaching sessions)
Identifies course of action or makes recommendations relating to staffing deviations (Extended Hours/Surplus, Schedule Adjustments, Skill Switches/Leveraging)
Monitors agent adherence/compliance to schedule and escalates to the Supervisor for investigation
Monitors phone states and escalates to the Supervisor based on thresholds determined by the most recent business needs
Works closely with the Operations Management team to ensure key operational deliverables are met, intraday
Receives contacts from managers, supervisors, and agents via calls, email, and Smartsheet.
Coordinates with Customer Service Management to support Business Continuity Plan (i.e. Fire, Power failures, etc.)
Provide Daily, Weekly, Monthly, and Ad hoc reports in the stipulated timeframes and as required by the Operations Management team and the client
Support the management team with the implementation of new initiatives and projects from a real-time perspective
Makes recommendations on staffing and routing changes based on observations to your immediate supervisor, in a professional and positive manner
Ongoing support of database loading and running of queries to support the Business Intelligence team.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.