Specialist, Customer Care Reporting & Analytics


Alectra Utilities - Mississauga
Mississauga, Ontario


Last Day to Apply: June 03, 2022

The Opportunity

Job Posting Number:

2022-171

Position:

Specialist, Customer Care Reporting & Analytics

Location:  

Mississauga (Derry)

Reports to:

Manager, Customer Care

Business Unit:

Customer Service

Division:

Customer Care

Hours per Week:

35

Rate of Pay:

Commensurate with range and candidate’s experience

Number of Openings:

1

Union:

No

Open:

May 26, 2022

Close:

June 3, 2022

 

Position Purpose:

The Specialist, Customer Care Reporting & Analytics will work with the Manager of Customer Care to support daily Contact Center activities.  The objective of the role is to develop reporting, analytics and knowledge management utilizing the Five9 software systems to provide transparency to operations to achieve maximum efficiencies.  The Specialist will develop reporting and analytical tools to forecast and trend call/contact volumes. This includes identifying and making recommendations for staff scheduling, streamline and improving business processes and highlighting training gaps.  As required, the Specialist will support Supervisory activities along with scheduling all Workforce Management activities.

The Specialist is responsible for forecasting, developing & monitoring staffing schedules for agents within the Contact Center (including third party service providers), maximizing the efficiencies of the Five9 software including multi-channel capabilities for phone and off-phone activities, monitoring and managing multi-skillsets daily in coordination with Contact Center Supervisors. 

 

Key Responsibilities/Accountabilities:

  • Acts as administrator for the Contact Center solution software.
  • Leads special assignments and projects; both cross-functional and departmental.
  • Prepares formal reports for business unit and other stakeholders, including senior management, the Board of Directors, and shareholders.
  • Completes analysis of Contact Center data and costs.
  • Researches best practices on telephone system, FileNexus Document Management System and CRM/CIS system enhancements that may improve the efficiency of the Contact Center.
  • Works with IT and Customer Excellence to develop, implement and test telephone system enhancements, with intelligent links to CIS.
  • Provides analysis and guidance on the identification of training gaps and performance concerns to the Contact Center Supervisors
  • Prepares monthly reporting of KPI’s and Metrics.
  • Tracks benefits and costs associated with Contact Center initiatives.
  • Assesses and makes performance metrics recommendations to continue to improve and enhance operations.
  • Identifies issues that impact service delivery.
  • Provides support to the Supervisors and Manager and performs other duties as required.
  • Provides technical expertise in the planning, design and implementation of projects and key initiatives.
  • Identifies opportunities to streamline or automate processes to continuously improve service delivery.
  • Leads and implements Contact Center reporting and providing daily monitoring.
  • Forecasts and analyzes using historical data and current statistics to determine staffing needs to achieve overall service level targets, including optimizing third parties; taking into consideration program initiatives, changes to existing programs, new processes, training requirements and general absences.
  • Determines agent staffing requirements by analyzing call volumes and make comparisons between planned versus actual.
  • Schedules breaks, lunches, meetings, administration, training and other time off events.
  • Documents all processes for the Workforce Management tool, including training and troubleshooting.
  • Ensures compliance to legislative, regulatory and Health & Safety policies, procedures and standards.

 

Qualifications, Knowledge, Skills and Competencies:

 

Education & Specialized Knowledge

  • Post-secondary education in Business Administration, Finance, or Computer Science.
  • Advanced computer software skills including MS Office applications (Word/Excel/Project/SQL).
  • Expertise in data analytics, including financial and statistical modelling.
  • Advanced knowledge Five9 Contact Center and CC&B applications and reporting.

 

Experience

  • 3 - 5 years in progressive Contact Center environment.
  • Experience in a unionized utility environment is considered an asset.
  • Experience in project management and process optimization is considered an asset.

 

Skills/Abilities/Competencies

  • Must hold and maintain a valid class “G” driver’s license.
  • Solid problem-solving and analytical skills with the ability to provide practical and/or innovative solutions to complex technical issues.
  • Strong written and presentation skills, with the ability to explain technical information in an organized and concise way.
  • Ability to plan, prioritize and execute multiple projects and initiatives within established timelines.
  • Ability to build and maintain collaborative working relationships with internal and external stakeholders.

 

How to Apply

If you would like to be considered for this position and meet the qualifications, please submit your resume by visiting our Careers page at https://www.alectra.com/careers.

Alectra is an equal opportunity employer and is committed to providing a recruitment process that respects the dignity and independence of all candidates. Alectra will consult with all applicants who request accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs, to the point of undue hardship.

In accordance with Alectra’s COVID-19 Vaccination Policy, as a condition of  employment, successful job applicants must provide written proof of full vaccination against COVID-19 prior to their start date. This requirement is subject only to valid human rights-based requests for accommodation to the point of undue hardship.

 

We thank all applicants for their interest in a career with Alectra. Only those selected for an interview will be contacted.

 

May 26, 2022

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