Job Description

Contact Center Real Time Analyst – CanAm Insurance

The Operational Performance Analyst within the Contact Center team will focus on real-time agent performance. The responsibilities would specifically include target monitoring, analyzing, and enhancing the operational activities as they occur in real time. In this role, the emphasis on real-time performance monitoring and immediate feedback is crucial to maintaining high levels of customer service and operational efficiency. The Operational Performance Analyst becomes a key player in ensuring that the contact center can adapt and respond promptly to performance fluctuations and customer needs as they happen.

What does your typical day look like?

• Real Time Optimization: Continuously assess agent adherence and skilling requirements throughout the day and make immediate adjustments to ensure optimal resource allocation and service delivery;
• Instant Feedback: Provide real-time feedback to agents and supervisors based on live monitoring of performance to immediately correct any deviations;

• Skill-Based Routing: Analyze agent skill sets and proficiency levels to dynamically route interactions to the most qualified available resources maximizing efficiency and customer experience;

• Staff Scheduling: Work collaboratively with Workforce Management Team (WFM) team to communicate upcoming schedule changes in a timely manner by collecting and sharing those insights from the leadership team;
• Collaboration and Communication: Act as a liaison between agents, supervisors, and Workforce Management Team (WFM) to ensure quick resolution of issues affecting performance;

• Performance Analysis: Track key performance metrics such as service level, average handle time, and adherence to schedule, and identify opportunities for improvement;
• Data Analysis: Utilize workforce management software and analytical tools to generate reports and share insights, identify trends, and make data-driven decisions;
• Resource Planning: Analyze historical data, current trends, and future projections to recommend optimal scheduling solutions;

• Communicate with various departments, including operations and workforce to ensure alignment of operational strategy;
• Participate and lead conversation in a regular cadence of meetings with the operations team and the Workforce Management Team (WFM) to gather and communicate any adjustments to schedules;
• Support initiatives such as OT and VTO to support the ebb and flow or resources to deliver optimized service level performance;
• Projects as assigned.

Major Challenges

• Dynamic and busy call center with extreme seasonal changes in call volumes;
• Working with multiple excel documents;
• Receiving and communicating planned changes so that they are executed on schedules;
• Understanding complex skilling assignment based on product, language, and provincial licensing requirements.

Major Job Accountabilities

• Adjust agent skilling in real time to ensure that calls are not waiting for extended periods of time, jeopardizing our contractual agreements;
• Analyze and communicate recommendations for continuous improvement in how we manage our skills to deliver an optimal service level;
• Extract, analyze and share key learnings for agent and queue level performance;
• Collaborate and engage with key stakeholders in Workforce Management Team (WFM) and in CanAm Insurance Services by leveraging effective communication.

Success Measures

• Adherence to Schedule: Improvement in agent adherence to schedule, reducing unplanned absences and tardiness;
• Service Level Compliance: Consistently achieving or exceeding predefined service level agreements (SLAs);
• Innovative schedule solutioning to optimize service delivery without compromising the agent experience.

What skills and experience are we looking for?

• University degree or College diploma;
• Appropriate insurance licensing preferred but not at a necessity;
• Extensive contact center management experience;
• Intermediate level proficiency with Microsoft Excel;
• Intermediate level proficiency with all other Microsoft Office Suite products including Outlook;
• Previous experience with Workforce Management, Nice and Genesys Cloud;
• Exceptional time management, organizational, change management and problem-solving skills;
• Excellent verbal and written communication skills;
• Strong attention to detail;
• Ability to analyze data into meaningful insights.

When you apply:

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.

We offer you

What we have to offer:

• Global Excel offers more than a position;
• We offer a competitive compensation package that includes a base salary, performance bonus and an extensive benefits package;
• A professional future with opportunities for development, growth, and advancement;
• RRSP Match program;
• Financial assistance to employees who wish to continue their education;
• Work/life balance, health and wellness initiatives including an excellent EAP program;
• Employee engagement programs that focus on fitness, food, and fun.