Real Time Analyst

Enercare • Montreal, QC

21h • Hybrid

About The Position

As a Real Time Analyst, you will play a key role in the operational performance of our Customer Contact Center. Reporting to the Director of Operations, Customer Experience Center, your primary objective will be to ensure optimal workforce planning in the short, medium, and long term, providing the right number of resources, at the right time, in the right queues. You will help maximize customer experience, operational efficiency, and achievement of performance targets. In addition to planning activities, you will monitor operations in real time and make the necessary adjustments to respond effectively to daily fluctuations and unforeseen events.

Requirements

• Experience in Workforce Management (WFM) or a similar role.
• Experience working in a customer contact center environment (required).
• Proficiency with the Genesys telephony platform (required).
• Strong analytical skills and comfort working with and interpreting data.
• Ability to translate forecasts into optimized schedules that meet operational needs.
• Excellent organizational, prioritization, and self-management skills.
• Alignment with company values: customer focus, adaptability to change, and collaboration.

Responsibilities

• Develop short-, medium-, and long-term volume forecasts (calls, requests, and activities) by analyzing historical trends and business requirements.
• Design and optimize team schedules based on forecasts, service objectives, and operational constraints.
• Conduct capacity planning to ensure adequate staffing levels across all business lines and queues.
• Collaborate with management teams to anticipate future workforce needs related to growth, projects, campaigns, and seasonal trends.
• Monitor service levels, call volumes, and performance indicators in real time.
• Make real-time adjustments (schedules, breaks, queue assignments, priorities, etc.) to ensure performance targets are met.
• Work closely with the analyst to continuously improve forecasting and planning models.
• Produce weekly reports and analyses on service levels, schedule adherence, resource utilization, and operational trends.
• Serve as a resource person for managers regarding workforce planning and operational performance.

Benefits

• Comprehensive training on our products.
• Personal and sick days that can be used throughout the year.
• Group insurance program (extended health, prescription drugs, dental, life, vision, and more).
• Group RRSP with employer contributions.
• Hybrid work arrangement: one day per week in the office.
• Wellness and remote work allowances.
• Free covered parking.
• Team-building activities and motivating contests.
• Telemedicine services.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed