Call Centre Intraday Analyst

3 months ago

Toronto, Canada Optima Communications International Inc. Full time

**Role**:
Responsible for evaluating the contact centre and back office performance to help increase quality, efficiency and customer/client satisfaction. As an Intraday Analyst, must identify trends, weaknesses and opportunity for improvement. Intraday Analyst must be able to track and examine call flow, call patterns, quality assurance levels and all call reporting data. May take part in scheduling shifts, prepare reports from completed analysis and recommend solutions to management and client.

**We offer**:

- Minimum of five (5) shifts per week (Monday through to Friday) between 8:00AM to 8:00PM
- Offering guaranteed base of $22.00 per hour as well as an opportunity to earn an additional hourly performance bonus of between $0 - $4.00
- Semi-annual max of $400 benefit health spending reimbursement plan for you and your family after 90 days of employment
- Fully paid initial training
- Access to Perkopolis, Canada's leading employee perk program (5-20% discounts across 450+ companies)
- A casual, friendly environment, working with great people who are committed and work as a team to achieve our goals.

**Key Responsibilities**:

- Over see call centre quality management system through internal audits.
- Over see the effectiveness of the call centre call flow through internal audit and recommend improvements.
- Evaluate call centre campaign specific performance, recommend solutions to improve the performance of the agents.
- Audit existing performance of call centre/management and find areas where the team can improve.
- Support agent related customer complaints and recommend resolutions.
- Participate in call calibrations between management and client to identify customer needs and expectations.
- Participate in call calibrations between management and agent to identify customer needs and expectations.
- Provide actionable data to management and client as needed.
- Provide on-going feedback to call center team Management as required.
- Prepares and analyzes internal and external quality and other performance data reports for management and client review.

**Qualifications**:

- Minimum (2) year of experience in Quality Assurance and Workforce Management roles in a contact center.

Must be able to effectively deal with people at all levels within and outside of the organization.

Outstanding customer service skills and dedication to providing exceptional customer care.
- Solid knowledge and use of Microsoft Office including Excel, PowerPoint & Word documents.
- Must have excellent communication skills, multitasking skills, time management skills, problem solving skills, strong organizational skills and the ability to prioritize workload, meet deadlines and be able to give attention to detail.
- Must establish and maintain strong relationships that will allow an effective working relationship with all levels of employees & management from multiple departments
- Must have clear understanding of basic workforce management principles
- Knowledge of call routing and skill based routing
- Knowledge of Call Center metrics, agent behaviors and other factors that affect queue and adherence reporting

**Locations**: PWFH - **some in office attendance required, as per Business needs

Toronto - in the heart of downtown, in a bright, beautiful professional building, brick walls and 13' ceilings - 2 minutes from Union Station subway station & Go Transit.

WHITBY - Centrally located in Whitby with DRT and GO Transit at the door.

Hours of Operation: 8 am - 8 pm, Mon - Fri

**About Us**:
Optima Communications International Inc. is a third party contact centre outsourcer providing solutions to major businesses since 1992. We pride ourselves on our people and the close working relationships we have with long standing clients, market leaders in Financial, Utilities and Business Services. We’ve established a sterling reputation in our industry as the call centre of choice by acting as a seamless extension of our client’s and their business.

**Our Invitation**:
Optima Communications International Inc. is committed to providing accommodations for people with disabilities. Accommodations will be provided in all parts of the hiring process as required under Optima Communications International Inc. Employment Accommodation policy. Applicants need to make their needs known in advance

Optima wishes you all the best in your employment search

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