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 strong 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 • Adaptable to work in a rotating schedule

Drive your career forward by optimizing customer interactions at Cogeco Connexion. #J-18808-Ljbffr

📌 Burlington Real-Time Analyst Position (Winnipeg)
🏢 Cogeco Connexion
📍 Winnipeg