Technicien(ne) - Planification des effectifs - Gestion des horaires et du temps réel

CAA-Quebec•Montreal, QC

10d•Hybrid

About The Position

CAA-Québec is looking for a Real-Time Technician to support the performance of its contact center and offer quality service to its members at all times. As a Real-Time Technician, you contribute to the smooth running of daily operations. You monitor what's happening in real-time, make adjustments when necessary, and help teams stay aligned with service objectives. You work closely with operations, planning, and supervision teams in a collaborative and dynamic environment. This is a regular full-time position (35 hours/week) in a hybrid mode, which may include evening and weekend shifts. The position is based at one of our head offices (Montreal or Quebec City), with occasional travel.

Requirements

Experience in a contact center or high-volume operational environment.
Good understanding of real-time operations and call flows.
Proficiency with the main KPIs: service level (SL), ASA, volumes, adherence, occupancy.
Comfort with dashboards and operational reports.
Good command of computer tools (CRM, telephony, basic Excel).
Excellent priority management in a constantly changing context.
Ability to make quick and informed decisions.
Clear communication, rigor, autonomy, and collaborative spirit.

Nice To Haves

Experience with a Workforce Management tool (major asset: NICE).

Responsibilities

Continuously monitor key performance indicators (SLA, ASA, volumes, abandonment rate, adherence, occupancy).
Compare real-time results to forecasts and planned schedules.
Quickly detect capacity gaps (surplus or deficit) and analyze their causes.
Make real-time adjustments (reallocation of resources, management of breaks, overtime, offline time).
Proactively communicate with operations teams and internal partners during gaps or incidents.
Contribute to the alignment between operational needs, available resources, and company policies.