Enhance customer service as a Real-Time Analyst at Cogeco Connexion, located in Burlington, ON. Lead the charge in analyzing real-time metrics across calls, chats, and emails for optimal performance.

As a Real-Time Analyst, you will engage in queue management and real-time decision-making to align staffing and operational efficiencies. This role requires solid analytical skills, teamwork, and a proactive mindset to address intraday challenges effectively.

Key Responsibilities:
• Monitor customer interactions across various communication channels
• Analyze metrics including AHT and service levels
• Manage offline requests to balance service needs
• Conduct intraday reforecasts for staffing decisions
• Coordinate with management for operational objectives

Requirements:
• 5+ years of experience in workforce management
• Relevant college diploma or equivalent experience
• Bilingual in English and French
• Expert in Microsoft Office and Google platforms
• Flexible to work in a rotating schedule

Drive your career forward by optimizing customer interactions at Cogeco Connexion.
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📌 Burlington Real-Time Analyst Position (Ontario)
🏢 Cogeco Connexion
📍 Ontario