Real Time Operations Analyst

1 week ago

Edmonton, Alberta, Canada CB Canada Full time
Job Summary

We are seeking a highly skilled Real Time Analyst to join our Customer Service Center Operations team. As a key member of our team, you will play a critical role in assisting us in achieving service and productivity objectives.

Key Responsibilities
  • Provide daily performance updates and reporting to management, communicating trends within the business.
  • Monitor and manage phone, email, chat, and back office performance by analyzing real-time volume and team member performance.
  • Manage workload distribution by adjusting team member skilling and channel within the Customer Service Centers.
  • Utilize intraday forecasting tools to assist with analyzing real-time staffing requirements to meet service objectives.
  • Partner with leadership to update team member schedules for requested exceptions post schedule publication.
  • Optimize and adjust team member activities to minimize service level deviations.
  • Approve offline requests during over-staffed intervals and shift resources or request extended hours for under-staffed intervals.
  • Respond to unanticipated changes to headcount, call volumes, and system issues.
Requirements
  • 1-3 years minimum experience in Customer Service Center Workforce Management environment preferred.
  • Experience with Workforce Optimization Software and ACD technology.
  • Ability to gather and analyze statistical data and generate reports.
  • Microsoft Excel skills and proficiency in other Microsoft Office applications.
  • Ability to prepare and present reports accurately and well within the time frame specified.
  • Ability to maintain composure in critical situations and communicate effectively, both written and verbal.
  • Display a high level of professionalism, integrity, and maturity.
  • Detail oriented with good organization, time management, and problem-solving skills.
  • Strong ability to multi-task and coordinate procedures in a fast-paced environment.
  • Must possess strong communication and interpersonal skills across multiple levels within the organization.
About Us

Grainger is committed to being an employer of choice, attracting and retaining top diverse talent, and providing a safe and positive work environment for all team members. As part of our hiring process, pre-employment background checks will be required for all external candidates.

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