Job Title

Become a Real Time Analyst with ATCO Energy in Calgary, focusing on real-time monitoring and service performance. Engage with contact center operations to ensure an exceptional customer experience. In this pivotal role, you will work under the Senior Workforce Analyst to monitor service levels across telephony and digital channels. You will actively collaborate with contact center leadership and workforce management, balancing demand and capacity while mitigating service performance risks. Key Responsibilities: Monitor real-time operations for service level adherence Adjust staffing and call routing based on trends Approve time-off requests and manage shift activities Distribute performance reports highlighting key metrics Manage outage notifications with ENMAX Power Requirements: Diploma with 4 years or degree with 2 years experience Familiarity with real-time analysis in contact centers Advanced skills in Microsoft Excel and Power BI Excellent communication skills Flexible with evolving job responsibilities Drive operational excellence and customer satisfaction as a Real Time Analyst at ATCO Energy. #J-18808-Ljbffr