• Job Description

  Req#: R0009709

  Current ENMAX employees are encouraged to apply through their internal Workday access.

  Posted: January 30, 2024

  Closing Date: February 7, 2023

  Position Type: Limited Term (3 months)

  Union: CUPE
  

  ENMAX Values – Safety, Integrity, Accountability, Service, Teamwork, Agility, Innovation

  PEOPLE. That's the power behind ENMAX Corporation. As one of Alberta's leading energy and utility providers, our employees are the strength and knowledge that continue to drive our success. At the ENMAX group of companies, we look for energy solutions for today, while knowing we have the power to provide for a better tomorrow.

  The Workforce Management Realtime Analyst acts as the single point of contact for all WFM needs and is a key figure in achieving operational goals for the business units they support. This role expertly balances customer experience (service level, ASA), operational efficiency (cost) and employee engagement.

  Agent and Queue Management:

  • Monitor agent behavior and adherence through standard contact centre management applications and take appropriate action as needed. Provide timely reporting and escalation

  • Respond to deviations from scheduled activities through managing and changing agent work assignments as needed to deliver required business results

  • Approve requests for time-off, and all shift related activities

  • Schedule appropriate meetings, training, and all shift activities. Accurately code in all affected systems and provide proper notification to interested parties

  • Handle all daily sick notifications and provide appropriate reporting

  • Answer emails and requests from agents and leadership – respond to future dated requests using forecasted models and data

  • Manage outage notification process. Prime the real-time relationship with ENMAX Power to ensure timely notification of client and queue affecting outages are managed appropriately

  Manage Outbound dialer:

  • Create weekly outbound dialer plans, ensuring various campaigns are completed within targeted timelines.

  • Manage dialer activity to ensure that RPC is maximized

  • Assign agents to dialer work as required and as business allows

  Reporting:

  • Provide detailed and accurate daily performance reporting including previous day and end of current day

  • Analyze and report on metrics as needed. Recommend courses of action based on data

  • Provide detailed statistics related to outbound campaign results

  Education Required:

  • University Degree in a related field with a minimum of 2 years’ experience in a similar role or diploma in related field with a minimum of 4 years’ experience in a similar role.

  Qualifications & Experience:

  • 2+ years Work Force Management, including WFM software, experience

  • Previous Contact Centre Workforce Management experience is an asset

  • Previous experience in a unionized environment is an asset

  • Experience with Genesys WFM is an asset

  • Experience operating and reporting with contact centre outbound dialers and contact centre monitoring software

  • Education or equivalent experience with mathematics and statistics is a an asset

  • Advanced Microsoft Excel skills

  • Experience analyzing and reporting on performance and financial data

  Competencies:

  • Excellent written and verbal communication skills, comfortable communicating across the organization

  • Strong analytical skills

  • Team player with the ability to work independently

  • Ability to be flexible in a fast-paced, ever-changing environment while interacting with leaders at all levels

  • Exceptional organizational skills and keen attention to detail

  • A positive, friendly manner and customer service approach that will enable you to deal with challenging situations with empathy and sincerity

  Did we mention the ENMAX Advantage?

  We offer competitive compensation including a comprehensive flexible benefits program, non-downtown location that includes great building amenities such as free onsite fitness facility, onsite massage, onsite child care centre (upon availability, offered from our ENMAX Place location 141 – 50 Ave. SE), free parking and much more. If you share our values and would like to make a difference with your career, join the team and see where the ENMAX possibilities can take you.

  Salary: Analyst Level B (Current CUPE 2023 rates)

  $78,260.91 - $83,141.06 - $88,041.04 - $92,921.19 - $97,821.18

  Location: ENMAX Place (141 - 50th Avenue SE, Calgary, AB) or remote.

  Note:

  • If we can provide an accommodation or adjustment to make the process more accessible for you, please let us know. ENMAX welcomes all qualified applicants to apply and is committed to a safe and respectful workplace. It is our aim to have a workplace which is inclusive and values safety, diversity, personal integrity, respect for individual differences, and encourages ownership and accountability for our actions.

  • Every ENMAX employee is responsible to take reasonable care to protect the health and safety of themselves, of all other workers, and of the public. Each employee must become familiar with safety procedures and rules applicable to their job and are required to follow them while working at ENMAX.

  • Must be legal to work in Canada and requires the successful completion of a criminal background check. Two pieces of valid Government issued ID will be required.

  • Two professional references will be requested.

  • Education requirements for this position will be verified by a third party.

  Please visit our careers page to learn more about other opportunities at ENMAX Corporation.

  #LI-POST

• About the company

  ENMAX Corporation is a vertically integrated utility that generates and distributes electricity, natural gas, renewable energy, and value-added services to customers in Alberta, Canada.

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