Real-Time Contact Centre Analyst Job Listing at City of Edmonton in Edmonton, AB (Job ID 52679)

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