Data Analyst Specialist

2 days ago

London, Ontario, Canada Cogeco Inc. Full time

Job Overview

The Real-Time Analyst is a key role within the Contact Center operations team at Cogeco Inc. The successful candidate will be responsible for analyzing and managing real-time data to ensure optimal performance and customer satisfaction.

About Cogeco Inc.

Cogeco Inc. is a growing competitive force in the North American telecommunications and media sectors, serving 1.6 million residential and business subscribers. Its Cogeco Communications subsidiary provides Internet, video and phone services in Canada, and in thirteen states in the United States under the Cogeco Connexion, oxio and Breezeline brand names. Through Cogeco Media, it owns and operates 21 radio stations primarily in the province of Québec as well as a news agency.

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)
  • Rforecast intraday to make decisions on staffing
  • Coordinates real-time activities related to staffing (read time, ad hoc meetings, and coaching sessions)
  • Identifies course of action or makes recommendations relating to staffing deviations (Extended Hours/Surplus, Schedule Adjustments, Skill Switches/Leveraging)
  • Monitors agent adherence/compliance to schedule and escalates to the Supervisor for investigation
  • Monitors phone states and escalates to Supervisor based on thresholds determined by most recent business needs

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
  • A previous background with Aspect & Five9

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