Real Time Analyst

Were 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. Were committed to delivering exceptional customer experiencesand 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.

On a Daily Basis Youll Be Responsible For

Agent and Queue Management:

• 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

Manage Outbound dialer:

• Create weekly outbound dialer plans ensuring various campaigns are completed within targeted timelines.
• Assign agents to dialer work as required and as business allow

Reporting:

• 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

Who You Are

• 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

• 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

What You have

• 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

Why ATCO Energy

If youre not yet convinced that ATCO Energy could be the smartest career move you make we also offer:

• Competitive compensation pension matching and employee share options
• Volunteer programs during work hours and charitable donation matching
• Hybrid work arrangements meetingfree Fridays and Work from Anywhere August
• WellBeing @ ATCO Health & Wellness Program
• Wellness and psychologist coverage up to $3000 per family
• Fertility adoption and familysupport benefits
• Flexible public holidays and your birthday off
• And so much more!

At ATCO Energy were purposedriven to help customers feel comfortable and confident in their homes and businesses. Guided by our core values were shaping the future of our industry with a trailblazing mindset in a fastpaced agile environment. We are committed to diversity equity and inclusion and seek team members who thrive in collaborative problemsolving and share a passion for making a difference.

This role is based in Calgary.