Real-Time Contact Centre Analyst

City Of Edmonton; Edmonton; Hybrid; CAD 56,000 - 71,000; Full time

Job summary

The City of Edmonton is seeking a Real-Time Contact Centre Analyst who will be responsible for monitoring and optimizing performance across various service areas. This role requires strong data analysis skills and experience in contact center operations. You will work collaboratively to drive efficiencies and improve customer satisfaction while adapting quickly in a fast-paced environment.

Benefits

Flexible working hours

Professional development opportunities

Inclusive work environment

Qualifications

• Minimum of 3 years experience in a contact center environment.
• 1 year experience with Contact Centre systems.
• Strong mathematical and statistical skills required.

Responsibilities

• Monitor KPIs in real-time and update staffing information.
• Generate and distribute performance reports.
• Develop dashboards to communicate KPI trends.

Skills

Data analysis

Communication

Organizational skills

Project management

Education

Completion of 12th school grade

Certificate program from approved business school

Tools

Google Suite

NICE IEX

Cisco ACD

Job description

Are you a real-time problem solver passionate about exceptional customer experiences? As a Real-Time Contact Centre Analyst, you'll monitor the pulse of our 311 & Customer Access Section, monitoring live performance across three service areas and making immediate adjustments to ensure we meet our service goals. You'll analyze data, identify trends, and collaborate to drive efficiency and improve customer satisfaction.

What will you do?

• Monitor key performance indicators (KPIs) in real-time, including incoming volumes, wait times, abandonment rates, and resource availability to ensure proper coverage and achievement of key performance indicators
• Update schedules with real-time changes, such as absences or unavailability, to maintain accurate staffing information
• Monitor performance across multiple queues for different areas, including the 311 center, Inside Information, and the Service Center, to ensure key performance indicators are met across all areas
• Organizes and executes coverage plans by proactively managing the queues by anticipating potential understaffing or overstaffing situations
• Evaluate and implement adhoc events to effectively manage staffing levels to optimize resources, such as assigning special projects, scheduling additional training, fulfilling requests to leave early, reassigning resources, adjusting break schedules, or postponing non-essential tasks
• Ensure timely communication with management and/or IT support if there are any issues with software, systems, or other factors that may be impacting service levels
• Monitor, generate and distribute regular reports on service performance, including daily, bi-weekly, and monthly summaries
• Develop and maintain dashboards and visualizations to effectively communicate key performance indicator trends and insights to key audiences
• Analyze data to identify root causes of service fluctuations and provide recommendations for improvement
• Work directly with Workforce Planning Analysts, providing assistance and/or support where needed

Qualifications

Qualifications:

• Completion of the twelfth (12th) school grade, including business subjects with emphasis on general office practices, or completion of an appropriate certificate program from an approved business school/college.
• Minimum of three (3) years experience in a contact centre environment with 1 year specifically in a real time or workforce capacity in a medium sized contact centre (100+ seats)
• 1 year experience with Contact Centre systems such as CISCO ACD, NICE WFM

Skills required for success:

• Experience in assembling and analyzing data from multiple systems (e.g., NICE IEX, Cisco ACD) in order to establish data history, analyze trends, generate reports, and support general queries
• Experience in analyzing data using strong mathematical and statistical skills, deriving insights, and developing presentation materials to turn complex information into understandable formats for various audiences
• Familiar with trend analysis, modelling, and predictive analytics
• Advanced knowledge and experience with Google Suite
• Excellent verbal and written communication and presentation skills
• Strong documentation and report-writing skills
• Ability to diagnose system problems related to data collection and data retrieval and implement solutions
• Strong organizational skills to be able to handle multiple competing priorities
• Ability to thrive in a fast paced environment
• Demonstrates skills in project management, including supporting, planning, scheduling, providing guidance, coordinating with others, leading meetings or aspects of projects, and executing on deliverables
• Demonstrated ability to develop and maintain strong relationships and work in a collaborative and integrated manner
• Experience with contact center measures, KPIs
• Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
• Embracing a culture of equity, diversity, reconciliation and inclusion

Work Environment:

• Note: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52
• The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance
• Alignment to our Art of Inclusion: Our Diversity and Inclusion Framework
• Alignment to our Cultural Commitments
• Alignment to our Leadership Competencies
• Applicants may be tested

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [e-mail]. Learn more about our benefits https://bit.ly/COEbenefits

Up to 2 permanent full-time position

Hours of Work: 40 hours per week. Monday-Friday.

Salary Range: $27.069 - $33.943 (Hourly); $56,520.07 - $70,872.98 (Annually)

Salary ranges are in the process of being updated in accordance with the recently ratified collective agreement between the City and CSU 52 will be forthcoming shortly.

Talent Acquisition Consultant: RD/SB

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

Classification Title: Clerk III - 8 Hours
Posting Date: Jun 12, 2025
Closing Date: June 19, 2025 11:59:00 PM (MDT)
Number of Openings (up to): 2 - Permanent Full-time
Union: CSU 52
Department: Financial and Corporate Services
Work Location(s): 3rd Floor Edmonton Tower, 10111 104 Avenue Edmonton T5J 0J4