Become a pivotal part of Cogeco Connexion as a Real-Time Analyst in Burlington, ON, responsible for managing intraday metrics and ensuring efficiency. Your expertise in call, chat, and email platforms will enhance our customer service.
In this vital role, you will oversee queue management and forecasting for our US contact center. Collaborating with various teams, you'll utilize analytical skills to monitor service levels, average handling time, and occupancy targets. Strong communication and a customer-first approach are essential.
Key Responsibilities:
• Monitor calls, chats, and emails for performance metrics
• Conduct real-time analysis of multiple business lines
• Approve offline activity requests based on service needs
• Reforecast staffing intraday to meet demands
• Provide regular reports for operations and clients
Requirements:
• Minimum 5 years of experience in contact center analysis
• College Diploma or equivalent experience
• Fluent in English and French
• Proficient in MS Office and Google Cloud tools
• Ability to work adaptable shifts in a 24/7 environment
Utilize your analytical and customer service skills to drive operational success at Cogeco Connexion.
#J-18808-Ljbffr