Real-Time Contact Centre Analyst
Real-Time Contact Centre Analyst
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Job Description
Are you a real-time problem solver passionate about exceptional customer experiences As a Real-Time Contact Centre Analyst youll monitor the pulse of our 311 & Customer Access Section monitoring live performance across three service areas and making immediate adjustments to ensure we meet our service goals. Youll analyze data identify trends and collaborate to drive efficiency and improve customer satisfaction.
What will you do
- Monitor key performance indicators (KPIs) in real-time including incoming volumes wait times abandonment rates and resource availability to ensure proper coverage and achievement of key performance indicators
- Update schedules with real-time changes such as absences or unavailability to maintain accurate staffing information
- Monitor performance across multiple queues for different areas including the 311 center Inside Information and the Service Center to ensure key performance indicators are met across all areas
- Organizes and executes coverage plans by proactively managing the queues by anticipating potential understaffing or overstaffing situations
- Evaluate and implement adhoc events to effectively manage staffing levels to optimize resources such as assigning special projects scheduling additional training fulfilling requests to leave early reassigning resources adjusting break schedules or postponing non-essential tasks
- Ensure timely communication with management and/or IT support if there are any issues with software systems or other factors that may be impacting service levels
- Monitor generate and distribute regular reports on service performance including daily bi-weekly and monthly summaries
- Develop and maintain dashboards and visualizations to effectively communicate key performance indicator trends and insights to key audiences
- Analyze data to identify root causes of service fluctuations and provide recommendations for improvement
- Work directly with Workforce Planning Analysts providing assistance and/or support where needed
Connect with us!
Qualifications:
- Completion of the twelfth (12th) school grade including business subjects with emphasis on general office practices or completion of an appropriate certificate program from an approved business school/college.
- Minimum of three (3) years experience in a contact centre environment with 1 year specifically in a real time or workforce capacity in a medium sized contact centre (100 seats)
- 1 year experience with Contact Centre systems such as CISCO ACD NICE WFM
Skills required for success:
- Experience in assembling and analyzing data from multiple systems (e.g. NICE IEX Cisco ACD) in order to establish data history analyze trends generate reports and support general queries
- Experience in analyzing data using strong mathematical and statistical skills deriving insights and developing presentation materials to turn complex information into understandable formats for various audiences
- Familiar with trend analysis modelling and predictive analytics
- Advanced knowledge and experience with Google Suite
- Excellent verbal and written communication and presentation skills
- Strong documentation and report-writing skills
- Ability to diagnose system problems related to data collection and data retrieval and implement solutions
- Strong organizational skills to be able to handle multiple competing priorities
- Ability to thrive in a fast paced environment
- Demonstrates skills in project management including supporting planning scheduling providing guidance coordinating with others leading meetings or aspects of projects and executing on deliverables
- Demonstrated ability to develop and maintain strong relationships and work in a collaborative and integrated manner
- Experience with contact center measures KPIs
- Alignment to our Cultural Commitments and Leadership Competencies ( a culture of equity diversity reconciliation and inclusion
Work Environment:
- Note: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52
- The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance
- Alignment to our Art of Inclusion: Our Diversity and Inclusion Framework
- Alignment to our Cultural Commitments
- Alignment to our Leadership Competencies
- Applicants may be tested
The City of Edmonton values applicants with a diverse range of skills experiences and competencies and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation please contact . Learn more about our benefits to 2 permanent full-time position
Hours of Work: 40 hours per week. Monday-Friday.
Salary Range: $27.069 - $33.943 (Hourly); $56520.07 - $70872.98 (Annually)
Salary ranges are in the process of being updated in accordance with the recently ratified collective agreement between the City and CSU 52 will be forthcoming shortly.
Talent Acquisition Consultant: RD/SB
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
Required Experience:
IC
Employment Type
Full Time
