Found Description
Enhance operational performance as a Real Time Analyst with ATCO in Calgary. You will monitor service levels across telephony and digital channels to maintain optimal efficiency and support the workforce team.
Reporting to the Senior Workforce Analyst, this role is vital for real-time monitoring and ensuring adherence to service level agreements. Collaborate with contact centre leadership and advisors to address service performance risks and manage staffing and scheduling effectively, utilizing your analytical skills.
Key Responsibilities:
• Monitor agent performance and queue metrics closely
• Track adherence to key performance indicators (KPIs)
• Make real-time adjustments to staffing based on trends
• Approve time-off requests and manage shift activities
• Prepare regular performance reports and recommendations
Requirements:
• Diploma or degree with relevant experience
• Experience in real-time analysis in contact centers
• Proficiency in Genesys, Sa...
Reporting to the Senior Workforce Analyst, this role is vital for real-time monitoring and ensuring adherence to service level agreements. Collaborate with contact centre leadership and advisors to address service performance risks and manage staffing and scheduling effectively, utilizing your analytical skills.
Key Responsibilities:
• Monitor agent performance and queue metrics closely
• Track adherence to key performance indicators (KPIs)
• Make real-time adjustments to staffing based on trends
• Approve time-off requests and manage shift activities
• Prepare regular performance reports and recommendations
Requirements:
• Diploma or degree with relevant experience
• Experience in real-time analysis in contact centers
• Proficiency in Genesys, Sa...