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
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