Found Description
Step into the critical role of Real Time Analyst with ATCO in Calgary, focusing on real-time assessment of service levels across contact centre channels. Your expertise will ensure efficiency and customer satisfaction.
This position involves monitoring telephony and digital service metrics while working under the Senior Workforce Analyst. Your role is essential for adjusting staffing and communications based on real-time challenges and maintaining high service standards.
Key Responsibilities:
• Track real-time agent and queue performance metrics
• Monitor compliance with service level agreements and KPIs
• Facilitate timely performance reports and escalations
• Manage daily scheduling and time-off approvals
• Coordinate outage notifications with stakeholders
Requirements:
• Diploma or degree in a relevant field with experience
• Experience in real-time analysis and workforce management
• Familiarity with Genesys, Salesforce, or similar tools
• Profic...
This position involves monitoring telephony and digital service metrics while working under the Senior Workforce Analyst. Your role is essential for adjusting staffing and communications based on real-time challenges and maintaining high service standards.
Key Responsibilities:
• Track real-time agent and queue performance metrics
• Monitor compliance with service level agreements and KPIs
• Facilitate timely performance reports and escalations
• Manage daily scheduling and time-off approvals
• Coordinate outage notifications with stakeholders
Requirements:
• Diploma or degree in a relevant field with experience
• Experience in real-time analysis and workforce management
• Familiarity with Genesys, Salesforce, or similar tools
• Profic...