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6 days ago
At Cogeco Inc., we are seeking a highly skilled Data Analyst to join our team. The successful candidate will be responsible for monitoring intraday queue management and re-forecasting for the contact center in Ontario.
Key Responsibilities:
- Monitor calls, chats, and email contacts from customers.
- Conduct real-time analysis of all metrics for multiple lines of business - Forecast Variances, Service Level targets, AHT target variances, Occupancy targets, Staffing requirements, etc.
- Approve all real-time requests for offline activities (training, meetings, coaching, etc) based on business needs/service level.
- Responsible for all Aspect updates affecting current-day schedules (e.g. absences, coaching, offline activity, training, etc).
Requirements:
- College Diploma or combination of equivalent education and experience.
- Minimum 5 years experience in preparing written reports and analysis including the ability to make sound recommendations or business decisions in a contact center environment.
- A previous background in Contact Centre Management and Workforce Management is an asset.
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