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
- Versatile to work in a rotating schedule Drive your career forward by optimizing customer interactions at Cogeco Connexion.

📌 Burlington Real-Time Analyst Position
🏢 Cogeco Connexion
📍 Burlington