Real Time Analyst

ATCO•Calgary, AB

10d•Hybrid

About The Position

We’re looking for a Real Time Analyst to join our diverse & vibrant team and become part of the ATCO family. ATCO Energy operates 2 lines of business comprising of its Energy and Home Services division and the Blue Flame Kitchen. We like to call ourselves the A-Team! ATCO Energy is a leading electricity and natural gas retailer in Alberta, providing energy solutions for homes and businesses across the province. We’re committed to delivering exceptional customer experiences—and behind every great experience is a team that keeps operations running smoothly. Reporting to the Senior Workforce Analyst, the Real Time Analyst plays a critical role in monitoring real-time service levels across telephony and digital channels. This role partners closely with contact centre leadership, workforce management, and advisors to balance demand and capacity, mitigate risks to service performance, and ensure a positive customer experience.

Requirements

Diploma with 4 years of related experience, or a degree with 2 years of related experience
Experience in real-time analysis or workforce management within a contact centre (asset)
Experience with Genesys, Salesforce, or other contact centre monitoring tools (asset)
Advanced Microsoft Excel skills and experience with Power BI
Strong written and verbal communication skills
Ability to remain flexible as job responsibilities evolve
Highly analytical with a strong attention to detail
Comfortable making quick decisions in a fast-paced environment
A clear and confident communicator with colleagues at all levels
Organized, adaptable, and able to manage multiple priorities
A collaborative team player who can also work independently

Responsibilities

Continuously monitor operations in real-time, ensuring adherence to service level agreements, KPIs, and predefined metrics, involving closely tracking call volumes, queue lengths, call wait times, and agent availability.
Monitor agent behavior and adherence to standard contact center management applications and take appropriate action as needed. Provide timely reporting and escalation.
Make real-time adjustments to staffing levels, routing rules, and call distributions based on observed trends and call volume fluctuations. This may involve reassigning agents, changing routing algorithms, or deploying additional resources to meet service level objectives.
Approve requests for time-off, and all shift related activities. Schedule appropriate meetings, training, and all shift activities. Accurately code in all affected systems and provide proper notification to interested parties.
Handle all daily sick notifications and provide appropriate reporting.
Answer emails and requests from agents and leadership – respond to future dated requests using forecasted models and data.
Manage outage notification process. Prime the real-time relationship with ENMAX Power to ensure timely notification of client and queue affecting outages are managed appropriately.
Create weekly outbound dialer plans, ensuring various campaigns are completed within targeted timelines.
Assign agents to dialer work as required and as business allow.
Prepare and distribute regular performance reports, highlighting contact center performance, key metrics, and any significant deviations from targets. Document actions taken, issues resolved, and recommendations for process improvement.
Provide detailed statistics related to outbound campaign results.