Looking for a rewarding and stable career with a well-established local company? At HydroSolution, we have proudly served the Quebec market for over 65 years. With products primarily manufactured in Quebec, we offer not only job stability but also genuine opportunities for professional growth. Join a dedicated team and play an active role in our continued success!
Role
As a Real Time Analyst, you will play a key role in the operational performance of our Customer Contact Center.
Reporting to the Director of Operations, Customer Experience Center, your primary objective will be to ensure optimal workforce planning in the short, medium, and long term, providing the right number of resources, at the right time, in the right queues. You will help maximize customer experience, operational efficiency, and achievement of performance targets.
In addition to planning activities, you will monitor operations in real time and make the necessary adjustments to respond effectively to daily fluctuations and unforeseen events.
Responsibilities

- Develop short-, medium-, and long-term volume forecasts (calls, requests, and activities) by analyzing historical trends and business requirements.
- Design and optimize team schedules based on forecasts, service objectives, and operational constraints.
- Conduct capacity planning to ensure adequate staffing levels across all business lines and queues.
- Collaborate with management teams to anticipate future workforce needs related to growth, projects, campaigns, and seasonal trends.
- Monitor service levels, call volumes, and performance indicators in real time.
- Make real-time adjustments (schedules, breaks, queue assignments, priorities, etc.) to ensure performance targets are met.
- Work closely with the analyst to continuously improve forecasting and planning models.
- Produce weekly reports and analyses on service levels,



schedule adherence, resource utilization, and operational trends.
- Serve as a resource person for managers regarding workforce planning and operational performance.

Desired Profile

- Experience in Workforce Management (WFM) or a similar role.
- Experience working in a customer contact center environment (required).
- Proficiency with the Genesys telephony platform (required).
- Solid analytical skills and comfort working with and interpreting data.
- Ability to translate forecasts into optimized schedules that meet operational needs.
- Excellent organizational, prioritization, and self-management skills.
- Alignment with company values: customer focus, adaptability to change, and collaboration.

What We Offer

- Comprehensive training on our products.
- Personal and sick days that can be used throughout the year.
- Group insurance program (extended health, prescription drugs, dental, life, vision, and more).
- Group RRSP with employer contributions.
- Hybrid work arrangement: one day per week in the office.
- Wellness and remote work allowances.
- Free covered parking.
- Team-building activities and motivating contests.
- Telemedicine services.
- And much more!

About HydroSolution
At HydroSolution, every employee's work is a source of inspiration and pride. Together, we offer more than products. We provide peace of mind to Quebec families through turnkey solutions that enhance comfort and safety.
Water heaters, EV charging stations, heat pumps, leak detection systems, water purifiers, and more. Our services continue to evolve to meet the needs of today and tomorrow. We may not save lives, but we do fix bad days! That is why we view our employees as everyday heroes serving thousands of Quebecers.
Do you have what it takes to join a committed team dedicated to making life easier for its customers? Apply today. This opportunity could change your career too!

📌 Real Time Analyst (Montreal)
🏢 Hydro Solution
📍 Montreal