|Job Ref:||f031dac5||Employer:||Direct Solutions - Canada||Country:||Canada||County/State:||Ontario||City:||Mississauga||Address:||Post Date:||11/10/2016 08:47|
Please note that it is a Full Time Contract opportunity for 8 months. Workforce Intraday Analyst - Call Centre - 8 months Contract Location: Mississauga, Ontario Your Opportunity: This is a site-specific contact center operations position responsible for monitoring intra-day work volume (calls and work time). Ensures contact center goals are met by analyzing work volume variances to forecast and re-forecasting as necessary to adjust the staffing levels. Will provide Operational Efficiency with information on staffing adjustments and will also interface with Team Managers and Managers, as appropriate. You will communicate with other functional departments when outages/equipment failures occur to ensure action plans are timely to minimize disruption to the call centre. You will re-direct calls/agents as required. Is Just Energy Group the place for you? Just Energy Group is a leader in the energy sector offering green energy, retail and commercial energy, and home services solutions. Our brands include Amigo Energy, Commerce Energy, Hudson Energy, Just Energy and Tara Energy. We are expanding in US, Canada, and the UK. We value integrity, innovation, customer-centricity, responsibility, enrichment, and excellence. Energy, Opportunity, and Growth are core to your way of being and are essential to succeed with NA have the Energy to commit to going â€above and beyondâ€™ on everything you do, it is not the exception. You create success and deliver exceptional results. You expect that hard work is required to do great NA seek Opportunity. You focus on solutions, not problems. You are naturally inquisitive and business focused. You thrive working with diverse teams, and you are deeply committed to our collective NA Growth is about what you and your team accomplish together, and is limited only by your energy and the opportunity you seek. You thrive on diversity in your work, on learning, and helping others learn as well. You effectively manage multiple tasks or projects on time, and you help your team to do the same. Your key accountabilities:Monitors call routing and flow real timeConducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, occupancy targets, staffing requirements, NA all real-time offline activities (training, meetings, coaching, etc.)Identifies course of action or makes recommendations relating to staffing deviations (extended hours/VTO, schedule adjustments, Queue/Skill Switches/Leveraging)Monitors intra-day call and work volume as compared to forecastMonitors real time activities related to staffingTrouble-shoots real-time technology issues and forward issues to IT SupportReal-time data capture and reportingMonitors agent adherence/compliance to schedule and escalates to team leader for investigationRe-allocates changes in staffing levelsMakes recommendations and routing changes based on observationsInterface with business unit management as needed for escalation of service-impacting issuesManages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)Analyzes schedule efficiency measurements as well as key indicators such as service level, for continuous improvementCoordinate the call center representatives workload and various activities in real-timeManages call center employees timesheetsReporting and analysis of call center and agent performance Your background includes:1 - 2 yearsâ€™ experience working in a call center environment with exposure to workforce dutiesClear understanding of basic workforce management principlesExpert knowledge of Contact Center Technology such as CMS, Aspect (Ewfm), CognosKnowledge of Microsoft Office skills â€" Word, Excel, Outlook, Access and Visio â€" with some Visual Basic NA organizational and time management skillsAbility to work independently and as part of a teamAnalytical and innovative thinkerSuperior oral & written communication skillsResults driven and ability to multitaskUniversity or college degreeFlexible to work shifts, weekends and holidays Follow us on: Facebook LinkedIn Twitter
Just Energy business involves the sale of natural gas and electricity to residential and commercial customers under long-term fixed-price or price-protected contracts (price protected for electricity). Just Energy is part of a group of companies that offer natural gas in Ontario, Manitoba, Alberta, Quebec, British Columbia, New York, Illinois, Indiana, Michigan, Ohio, and California, and electricity in Ontario, Alberta, New York, and Texas. Just Energy is a subsidiary of Just Energy Income Fund (TSX: NA). We are, and have been for some time, actively developing the launch of our Just Energy brand in the following jurisdictions: New York, Michigan, Ohio, California, Massachusetts, Pennsylvania, New Jersey, Connecticut, Maryland, D.C., Rhode Island, Georgia, Delaware, and Alberta.
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