Contact Centre Support Analyst

2 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

  • Team Lead Full-time Overnight: Youth Support Centre

    4 weeks ago

    Edmonton, Canada Youth Empowerment & Support Services Full time

    **Youth Support Centre** **Full-time** **Positions available: 2** Youth Empowerment and Support Services (YESS) is currently seeking a qualified Full-Time Permanent Team Lead, to provide support at the Youth Support Centre(YSC). What We Do YESS is a not-for-profit agency working with youth facing difficult realities. Based in Edmonton, our Youth Support...

  • Contact Centre Agent

    2 weeks ago

    Edmonton, Canada The Mustard Seed Society Full time

    We seek a vibrant **Contact Centre Agent **who thrives on providing exceptional assistance to donors and clients. This role involves promptly addressing inquiries, resolving complaints, and fostering positive rapport with our valued donors, all while upholding the highest standards of professionalism and courtesy. Additionally, the incumbent will play a...

  • IT Support Analyst

    1 month ago

    Edmonton, Canada Go Auto Full time

    **Job Description**: **Go Auto - One of Canada’s largest Auto Dealership Group - is on the hunt for an Information Technology Support Analyst** Are you looking for a full-time career with flexible hours and the opportunity to work and grow alongside the top Information Technology pros in the west? Do you have a happy to help attitude and willing to go the...

  • Team Lead Part-time Evenings: Youth Support Centre

    4 weeks ago

    Edmonton, Alberta, Canada Youth Empowerment & Support Services Full time

    Youth Support CentrePart-timePositions available: 2Youth Empowerment and Support Services (YESS) is currently seeking a qualified Part-Time Permanent Team Lead, to provide support at the Youth Support Centre(YSC). What We Do YESS is a not-for-profit agency working with youth facing difficult realities. Based in Edmonton, our Youth Support Centre provides...

  • Team Lead Part-time Evenings: Youth Support Centre

    2 weeks ago

    Edmonton, Alberta, Canada Youth Empowerment & Support Services Full time

    Salary: Youth Support CentrePart-timePositions available: 2Youth Empowerment and Support Services (YESS) is currently seeking a qualified Part-Time Permanent Team Lead, to provide support at the Youth Support Centre(YSC). What We Do YESS is a not-for-profit agency working with youth facing difficult realities. Based in Edmonton, our Youth Support Centre...

  • Contact Centre Agent

    1 month ago

    Edmonton, Canada CGI Full time

    Ready to join an outstanding community of professionals who are committed to diversity and inclusion, corporate social responsibility and encourages its members to learn, grow, and chart an exciting career? CGI is more than just an IT company. Be part of a team that supports the local community and has the ability draw on global outstanding talent. Benefits...

  • Contact Centre Agent

    4 weeks ago

    Edmonton, Canada CGI Full time

    Ready to join an outstanding community of professionals who are committed to diversity and inclusion, corporate social responsibility and encourages its members to learn, grow, and chart an exciting career? CGI is more than just an IT company. Be part of a team that supports the local community and has the ability draw on global outstanding talent. Benefits...

  • Youth Worker Full Time Days: Youth Support Centre

    3 weeks ago

    Edmonton, Alberta, Canada Youth Empowerment & Support Services Full time

    Salary: Youth Support CentreFull-timePositions available: 4Youth Empowerment and Support Services (YESS) is currently seeking a qualified Full-Time Permanent Youth Worker, to provide support at the Youth Support Centre(YSC). What We Do YESS is a not-for-profit agency working with youth facing difficult realities. Based in Edmonton, our Youth Support Centre...

  • User Support Technician

    3 weeks ago

    Edmonton, Canada Edmonton Tech Support Inc Full time

    Education: College, CEGEP or other non-university certificate or diploma from a program of 3 months to less than 1 year - Experience: 1 year to less than 2 years **Tasks**: - Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced - Consult user guides, technical manuals and other...

  • user support technician

    3 weeks ago

    Edmonton, Canada Edmonton Tech Support Inc Full time

    Education: Expérience: EducationCollege, CEGEP or other non-university certificate or diploma from a program of 3 months to less than 1 yearTasksRespond to users experiencing difficulties with computerConsult user guides, technical manuals and other documents to research and implement solutionsProvide advice and training to users in response to identified...

  • Contact Centre Representative

    4 weeks ago

    Edmonton, Canada Chartwell Retirement Residences Full time

    Edmonton, Alberta - Full-Time - Ref: Edmonton-99071-137899 - April 21, 2023 **At Chartwell, we’re all about Making People’s Lives Better for our residents, their families, and our employees. Join an exceptional group of diverse, caring, and passionate people who are inspired to make a difference in their own lives and are dedicated to delivering an...

  • call centre agent

    13 hours ago

    Edmonton, Canada 9924124 Canada Incorporated Full time

    Durée de l'emploi: PermanentLangue de travail: AnglaisHeures de travail: 35 to 40 hours per weekEducation: Expérience: EducationCollege, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years or equivalent experienceWork settingConsulting firmTasksRespond to users experiencing difficulties with computerConsult user guides,...

  • Customer Contact Representatives

    1 month ago

    Edmonton, Canada WCB Alberta Full time

    Careers - WCB Alberta Job Title: Customer Contact Representatives **Job Type**: Permanent / Full time Job Location: Edmonton, Alberta Customer Contact Representatives Claims Contact Centre - Edmonton, Alberta Permanent, Full-Time Positions - Do you _ - aim to be a part of a team that helps injured people get better and get back to life?_ - value...

  • Customer Contact Representatives

    4 weeks ago

    Edmonton, Canada WCB Alberta Full time

    Careers - WCB Alberta Job Title: Customer Contact Representatives **Job Type**: Temporary Long Term (Fixed Term) / Part time Job Location: Edmonton, Alberta Customer Contact Representatives Claims Contact Centre - Edmonton, Alberta Temporary, Part Time Positions (One Year) - Do you _ - aim to be a part of a team that helps injured people get better and...

  • Customer Contact Representatives

    4 weeks ago

    Edmonton, Canada WCB Alberta Full time

    Careers - WCB Alberta Job Title: Customer Contact Representatives **Job Type**: Permanent / Full time Job Location: Edmonton, Alberta Customer Contact Representatives Claims Contact Centre - Edmonton, Alberta Permanent, Full-Time Positions Applicants must reside in the Edmonton area. - Do you _ - aim to be a part of a team that helps injured people...

  • IT Support Analyst

    4 weeks ago

    Edmonton, Canada International Cooling Tower Inc. Full time

    **Summary**: Reporting to the IT Manager, the IT Support Analyst responsible for assisting with the day-to-day operations of the Company’s technology, users and by providing excellent hardware and software support. **Job Scope and Tasks**: - Ensure all IT support is delivered with a focus of client experience and satisfaction. - Diagnosing and...

  • Support Navigator

    2 weeks ago

    Edmonton, Canada Bissell Centre Full time

    **WHO WE ARE** - Through the vision to eliminate poverty in our community and guided by a passionate concern for the dignity and well-being of each individual, Bissell Centre’s work is based on building relationships, hope and trust. Our community comes from all walks of life and so do we._ - Through our programs we work to empower people from meeting...

  • Support Desk Analyst

    1 month ago

    Edmonton, Canada Fountain Tire Full time

    Overview: **Fountain Tire’s **Information Technology team is looking for a **Support Desk Analyst** to provide multi-channel support, share knowledge and best practices as well as restore service operations. As this is a Support Desk position it does not have to be located in Edmonton and could be anywhere in Canada however our Head Office is located in...

  • Sales Support Analyst

    4 weeks ago

    Edmonton, Canada Federated Co-operatives Limited Full time

    **Federated Co-operatives Limited (FCL) **is hiring a **Sales Support Analyst **on a permanent basis on **_The Grocery People _**_team _. This position is a **hybrid **opportunity and will be based in **Edmonton, AB **. Do you have a knack for assessing data to develop business insights? If so, the TGP team wants to hear from you! **What you’ll do**: -...

  • Help Desk Analyst/home Position

    4 weeks ago

    Edmonton, Canada CSN Collision Centre - Phil's Full time

    **Key responsibilities**: - Maintains ownership of all incidents throughout their life cycle by monitoring and coordinating to ensure timely and effective resolution, with a goal of the customers’ satisfaction - Is the first point of contact for communications between the business and Technology (including third party suppliers) - Assist with the creation...