Real-Time Workforce & Scheduling Analyst

Cogeco Connexion; Trois-Rivières; On-site; CAD 70,000 - 90,000; Full time

Job summary

The Real-time Analyst at Cogeco Connexion Inc. manages intraday queues for the US contact center, monitoring calls, chats, and emails while re-forecasting staffing needs.

You’ll report on service levels, AHT, occupancy, and absenteeism to help optimize performance. With 5 years in report writing and analytics in contact centers, you’ll work with Workforce Management and Operations Management to implement real-time improvements and ensure business continuity across shifts, including weekends and

Qualifications

• College Diploma or a combination of equivalent education and experience.

Responsibilities

• Monitors calls, chats, and email contacts from customers.

Skills

Bilingual English/French

Excel

Google Sheets

Time management

Detail-oriented

Education

College Diploma or equivalent

Tools

Aspect

Five9

Job description

The Real-time Analyst at Cogeco Connexion Inc. manages intraday queues for the US contact center, monitoring calls, chats, and emails while re-forecasting staffing needs.

You’ll report on service levels, AHT, occupancy, and absenteeism to help optimize performance. With 5 years in report writing and analytics in contact centers, you’ll work with Workforce Management and Operations Management to implement real-time improvements and ensure business continuity across shifts, including weekends and