Contact Centre Support Analyst

3 weeks ago

Edmonton, Canada Government of Alberta Full time

**Job Information**

Job Requisition ID: 52711
Ministry: Technology and Innovation
Location: Edmonton
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary: Ongoing
Scope: Open Competition
Closing Date: March 26, 2024
Classification: Systems Analyst 2

**Salary**: $2,718.86 to $3,733.10 bi-weekly ($70,962 - $97,433/ year)

The Technology and Innovation (T&I) Ministry supports Government of Alberta (GoA) departments with information management and technology (IMT) leadership and expertise in IMT services delivery, security, and corporate investment management that enable the GoA to meet business goals and objectives.

The T&I Ministry uses a one-government approach to IMT governance, decision-making and service delivery across the Government of Alberta (GoA) balanced with individual client needs. The Business and Technology (BTO) branch creates, maintains, delivers and continually improves IT services consumed by clients. BTO delivers varied IT services related to audit, development, infrastructure, integration, maintenance, operations, platforms, project delivery, quality, service design, service desk, telecommunications and more.

The passionate and solutions focused people that we hire help us to drive vital programs and services that affect Albertans. Whatever your position is here, you will be a part of something great. Join us

**Notes Continued**:
**Role Responsibilities**:
Reporting to the Manager Contact Centre Business Support, the Contact Centre Support Analyst will have primary accountability on maintaining GoA Contact Centre platform and provide cross ministry engagement with migrating, maintaining, reporting and enhancing services. Activities could also include research, analysis, drafting recommendation, communications, generating key insights, training materials, leading meetings, stakeholder engagement, among others.

As the Contact Centre Support Analyst, you will be responsible for development and enhancement of the contact centre Platform and its reporting platform. You will work with the team to perform upgrades of the Platform, develop platform enhancements (based on knowledge/ suitability for the business problem being addressed), build reusable, patterns-based solutions/services on the platform where there is alignment and fit. The position will provide ongoing input and into solutions and contribute to creation of a solution to support business use and potential configuration/development on the platform.

**Role Responsibilities (continued)**:
You will also analyze the data generated from the contact centre and identify, evaluate and recommend opportunities of improvement. Position will be responsible for developing and implementing advanced analytical and predictive models to identify patterns, trends, and insights from the contact centre data sets. You will also be responsible for providing leadership the relevant information on emerging trends and technologies in contact centre, business intelligence methodologies. Furthermore, you will provide recommendations for continuous improvement and use the skills to leverage data and analytics to help the us tell more compelling stories about the contact centre operations and communicate these with stakeholders.

Some of the responsibilities of this position include:

- Service Operations & Technical Support.
- Data Analysis & Reporting.
- Client Service & Collaboration.
- Participation in Project Activities.
- Continuous Improvement.

**Role Responsibilities (cont)**:
To be successful in this position you will demonstrate:

- Strong research, analytical, planning, organization, evaluation, and problem-solving skills.
- Ability to communicate effectively to staff with a varying degree of systems understanding (none to expert).
- Broad understanding of the technical environment and linkages between systems.
- Ability to positively influence, negotiate and to obtain commitment of others.
- Ability to function under pressure on several projects simultaneously and to meet time frames.
- High level of motivation, creativity, and initiative.
- Strategic perspective - ability to identify the outcomes and impacts.
- Ability to prepare professional presentations and training materials and conduct training sessions.
- Ability to work well in a team environment, take direction, mentor and support team members and work within deadlines is essential.

This position is critical to support of 75+ contact centres and the Albertans they serve.

**APS Competencies**:
Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:

- **Develop self and others**:A commitment to lifelong learning and the desire to invest in the development of the long-term capability o

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