Job Title

Were looking for a Real Time Analyst to join our diverse & vibrant team and become part of the ATCO family. ATCO Energy operates two lines of business comprising its Energy and Home Services division and the Blue Flame Kitchen. We like to call ourselves the A-Team! ATCO Energy is a leading electricity and natural gas retailer in Alberta, providing energy solutions for homes and businesses across the province. Were committed to delivering exceptional customer experiencesand behind every great experience is a team that keeps operations running smoothly. Reporting to the Senior Workforce Analyst, the Real Time Analyst plays a critical role in monitoring realtime service levels across telephony and digital channels. This role partners closely with contact centre leadership, workforce management, and advisors to balance demand and capacity, mitigate risks to service performance, and ensure a positive customer experience. Daily Responsibilities Continuously monitor operations in real time, ensuring adherence to service level agreements, KPIs, and predefined metrics, including tracking call volumes, queue lengths, call wait times, and agent availability. Monitor agent behaviour and adherence to standard contact centre management applications and take appropriate action as needed. Provide timely reporting and escalation. Make realtime adjustments to staffing levels, routing rules, and call distributions based on observed trends and call volume fluctuations. This may involve reassigning agents, changing routing algorithms, or deploying additional resources to meet service level objectives. Approve requests for timeoff and all shift related activities. Schedule appropriate meetings, training and all shift activities. Accurately code in all affected systems and provide proper notification to interested parties. Handle all daily sick notifications and provide appropriate reporting. Answer emails and requests from agents and leadership respond to future dated requests using forecasted models and data. Manage outage notification process. Prime the realtime relationship with ENMAX Power to ensure timely notification of client and queueaffecting outages are managed appropriately. Create weekly outbound dialer plans, ensuring various campaigns are completed within targeted timelines. Assign agents to dialer work as required and as business allows. Prepare and distribute regular performance reports, highlighting contact centre performance, key metrics, and any significant deviations from targets. Document actions taken, issues resolved, and recommendations for process improvement. Provide detailed statistics related to outbound campaign results. Key Attributes Highly analytical with a strong attention to detail. Comfortable making quick decisions in a fastpaced environment. A clear and confident communicator with colleagues at all levels. Organized, adaptable, and able to manage multiple priorities. A collaborative team player who can also work independently. Qualifications Diploma with 4 years of related experience, or a degree with 2 years of related experience. Experience in realtime analysis or workforce management within a contact centre (asset). Experience with Genesys, Salesforce, or other contact centre monitoring tools (asset). Advanced Microsoft Excel skills and experience with Power BI. Strong written and verbal communication skills. Ability to remain flexible as job responsibilities evolve. Benefits Competitive compensation, pension matching, and employee share options. Volunteer programmes during work hours and charitable donation matching. Hybrid work arrangements, meetingfree Fridays, and work from anywhere August. Wellbeing @ ATCO Health & Wellness Program. Wellness and psychologist coverage up to $3,000 per family. Fertility, adoption, and familysupport benefits. Flexible public holidays and your birthday off. Location This role is based in Calgary. #J-18808-Ljbffr