Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.
Time Type: Régulier
Job Description : POSITION SUMMARY: The real-time analyst is responsible for intraday queue management and re-forecasting for the US contact center, This includes managing inbound calls, chat, and email platforms, as well as outbound telemarketing. The analyst will report and explain key metrics for service level, AHT, occupancy, forecast, and absenteeism.
KEY RESPONSIBILITIES 1. Monitors calls, chats, and email contacts from customers.
2. Conducts real-time analysis of all metrics for multiple lines of business - Forecast Variances, Service Level targets, AHT target variances, Occupancy targets, Staffing requirements, etc.
3. Approves all real-time requests for offline activities (training, meetings, coaching, etc) based on business needs/service level
4. Responsible for all Aspects updates affecting current day schedules (e.g. absences, coaching, offline activity, training, etc)
5. Reforecasts intraday to make decisions on staffing.
6. Coordinate real-time activities related to staffing (read time, ad hoc meetings, and coaching sessions)
7. Identifies course of action or makes recommendations relating to staffing deviations (Extended Hours/Surplus, Schedule Adjustments, Skill Switches/Leveraging)
8. Monitors agent adherence/compliance to schedule and escalates to the Supervisor for investigation
9. Monitors phone states and escalates to the Supervisor based on thresholds determined by the most recent business needs
10. Works closely with the Operations Management team to ensure key operational deliverables are met, intraday
11. Receives contacts from managers, supervisors, and agents via calls, email, and Smartsheet.
12. Coordinates with Customer Service Management to support Business Continuity Plan (i.e. Fire, Power failures, etc.)
13. Provide Daily, Weekly, Monthly, and Ad hoc reports in the stipulated timeframes and as required by the Operations Management team and the client
14. Support the management team with the implementation of new initiatives and projects from a real-time perspective
15. Makes recommendations on staffing and routing changes based on observations to your immediate supervisor, in a professional and positive manner
16. Ongoing support of database loading and running of queries to support the Business Intelligence team.
17. As part of their work,



employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.
18. To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.
ESSENTIAL QUALIFICATIONS ACADEMIC TRAINING College Diploma or a combination of equivalent education and experience
WORK EXPERIENCE Minimum 5 years of 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
SPECIFIC COMPETENCIES Fluent in English and French (spoken and written) required to collaborate with stakeholders in Quebec, Ontario, and across the United States. Must be proficient in desktop and cloud applications, including MS Office applications (i.e. Excel, Word) and Google Cloud Platform (Sheets, Slides) A strong understanding of contact center procedures, processes, and technologies is preferred. Must be highly organized and detail-oriented with demonstrated analytical skills and time management skills. Demonstrated interpersonal skills with a winning customer service attitude and skilled demeanor. Ability to communicate with a high degree of tact and diplomacy. Self-motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work. Open to change with a learning attitude toward work and to contribute to the team’s success in attaining overall objectives. The ability to multi-task and manage concurrent projects in a fast-paced environment with limited supervision is required. Flexibility is required with respect to hours of work as the incumbent may be required to work rotating shifts in a 24/7 workplace including days, evenings, weekends,



and general holidays. Hours of work are subject to change as business needs evolve.
At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals wishing to join our company, regardless of cultural and individual differences. We strive to build teams that reflect the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.
Location : Burlington, ON
Company : Cogeco Connexion Inc
Chez Cogeco, nous savons que des origines, des points de vue et des croyances différentes peuvent apporter une valeur inestimable à notre entreprise. Cette diversité renforce notre capacité à imaginer, à innover et à nous développer en tant qu'entreprise. Nous nous engageons donc à faire tout ce qui est en notre pouvoir pour créer un milieu d'appartenance plus diversifié et inclusif. En créant une culture où tous nos collègues peuvent donner le meilleur d'eux-mêmes au travail, nous faisons notre part pour construire un lieu de travail et un monde plus équitables. Du développement professionnel à la sécurité personnelle, Cogeco s'efforce constamment de créer un environnement qui accueille et enrichit tout le monde. Nous faisons de la santé et du bien-être de nos collègues l'une de nos plus grandes priorités, car nous savons que des employés engagés et appréciés sont synonymes d'une meilleure expérience globale pour nos clients.
Si vous avez besoin de mesures d'adaptation, quelles qu’elles soient, en ce qui concerne notre processus de recrutement, veuillez nous contacter en toute confidentialité à [email protected]
Enracinée dans les communautés qu'elle dessert, Cogeco inc. est une force concurrentielle en pleine croissance dans le secteur des télécommunications et des médias en Amérique du Nord, desservant 1,6 million d’abonnés résidentiels et d'affaires. Sa filiale Cogeco Communications inc. fournit des services Internet, de vidéo et de téléphonie au Canada ainsi que dans treize États des États-Unis, sous les marques Cogeco Connexion, oxio et Breezeline. Par l'entremise de Cogeco Média, Cogeco possède et exploite, principalement au Québec, 21 stations de radio ainsi qu'une agence de presse. Les actions subalternes à droit de vue de Cogeco sont inscrites à la Bourse de Toronto (TSX : CGO). Les actions subalternes à droit de vue de Cogeco Communications inc. sont également inscrites à la Bourse de Toronto (TSX : CCA).

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📌 Analyst, Realtime (Ontario)
🏢 Cogeco
📍 Ontario