The Opportunity
Job Posting Number: |
2022-171 |
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Position: |
Specialist, Customer Care Reporting & Analytics |
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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:
Qualifications, Knowledge, Skills and Competencies:
Education & Specialized Knowledge
Experience
Skills/Abilities/Competencies
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