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Job Description & How to Apply Below
Become part of ATCO Energy in Calgary as a Real Time Analyst, where you will monitor service levels to ensure stellar customer experiences. Your choices will have a real impact on operational metrics.
Reporting directly to the Senior Workforce Analyst, this position is integral to maintaining smooth call center operations and enhancing customer satisfaction through data-driven insights. You will collaborate with various stakeholders, requiring a keen analytical mind and an adaptive approach to problem-solving in a lively environment.
Key Responsibilities:
• Track real-time service metrics and agent performance
• Optimize staffing and routing according to live data
• Create and circulate performance tracking reports
• Manage staff-related requests and notifications daily
• Implement and oversee outbound dialer campaign plans
Requirements:
• Diploma or degree in a related field with relevant experience
• Experience in contact center workforce management
• Proficient in Microsoft Excel and Power BI analysis
• Excellent oral and written communication skills
• Experience with contact center software like Genesys is advantageous
Ensure effective customer support by utilizing your analytical expertise at ATCO Energy as a Real Time Analyst in Calgary.
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