Intraday Analyst

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications and exclusive locally produced programming on Eastlink Community TV.

**Responsibilities**:

- Monitors daily and real time service level, representative availability, average handle time and call volume distributions as compared to forecast.
- Monitors real time activities related to staffing including shift trades and ad hoc training.
- Performs real time updates to workforce management software with service level impacting, real-time activities, such as sick, late, absent, leave early, personal days, among others.
- Monitors agent adherence/compliance to schedule and escalates as necessary to Team Manager for investigation.
- Create daily, weekly and monthly reports including, but not limited to, Service Level performance, Agent schedule adherence and attendance.
- Coordinates all real-time unscheduled offline activities including training, meetings and coaching.
- Completes daily front line payroll and adjustments.
- Assists Scheduling Analyst to ensure the proper skills are scheduled and updates based on attrition, which would leave a schedule gap.

**Qualifications**:

- 6 months - 2 years experience working in a Call Center Environment.
- General understanding of contact centre environment and processes including key metrics and how they interact.
- Experience in analyzing data, and identifying trends as well as strong computer and analytical skills are required. (Microsoft Office - Word, Excel,)
- Knowledge of general scheduling practices.
- Ability to work with a sense of urgency.
- Critical thinking and best judgement decision making based on available evidence and trends.
- Strong priority and time management skills.
- Very strong written and oral communication skills.
- Highly detail-oriented and organized.

Why Choose Eastlink?

Eastlink operates in a culture of continuous improvement through listening, learning and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.

Get your career started with us and stay with us, your journey begins here