Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.
Time Type:Regular Temporary (Fixed Term)Job Description :POSITION SUMMARY:
In accordance with established policies, procedures, and service principles, the incumbent is responsible for the computation and analysis of capacity drivers and associated data within Cogeco Connexion to ensure effective resource management. The incumbent is also responsible for the contact center metrics reporting and data maintenance. The duties include but are not limited to: analyzing data across all departments within Cogeco Connexion, creating reports to capture trends and anomalies, recommending staffing model and forecasting contact center capacity throughout the fiscal year, assessing proposed operational changes and product introductions to identify impact to Consumer Market related to FTE, volume, AHT and budget. Additionally, the incumbent will be responsible for creating, documenting and maintaining a consolidated contact center reporting platform and will provide tools to the Workforce Management team to help them in making decisions and improving efficiency.KEY RESPONSIBILITIES
ESSENTIAL QUALIFICATIONS
ACADEMIC TRAINING
- University degree in Business, Statistics or similar discipline or a combination of equivalent education and experience.
WORK EXPERIENCE
- Minimum 5 to 8 years relevant experience in an analyst capacity, preferably in a contact centre environment.
- Minimum of 3 to 5 years in Workforce Management forecasting and capacity planning.
- Must be detail-oriented with demonstrated analytical skills and experience in preparing complex business cases.
- Experience analysing and summarizing operational performance for various audiences (i.e. Supervisors through to Executives)
- Direct experience in contact centre related technology (Five9, Aspect, IEX, Dialers, Avaya CMS, IP Switch, SQL)
SPECIFIC COMPETENCIES
- Expert skills using Spreadsheet and Presentation applications using a Microsoft or other collaborative tool (such as Google Suite) are a requirement.
- Database knowledge and navigation (creating complex queries, extraction of data, etc) is an asset.
- SQL, SSRS, and SSIS knowledge is a requirement.
- Knowledge of workflow process documentation and analysis.
- Detail oriented (accurate and thorough) with superior organizational and analytical skills.
- Functional expertise in one or more of Cogeco Cable Canada’s operational or support departments is an asset
- Demonstrated interpersonal skills with a winning customer service attitude and professional demeanour. Ability to communicate with a high degree of tact and diplomacy.
- Demonstrated strong written and verbal communication skills.
- Highly organized with the ability to take initiative to identify and resolve problems independently.
- Self-motivated with the ability to multitask in a fast-paced environment with limited supervision. Monitors own quality of work.
- Ability to accurately process a high volume of information within prescribed and conflicting timelines.
- Open to change with a learning attitude towards work and to contribute to teams.
PHYSICAL DEMANDS AND VISUAL ACUITY
n/a
At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.
By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.
If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at [email protected]
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What We Do
Rooted in the communities it serves, Cogeco Inc. is a growing competitive force in the North American telecommunications and media sectors with a legacy of more than 65 years. Through its business units Cogeco Connexion and Breezeline, Cogeco Communications provides Internet, video and phone services to 1.6 million residential and business customers in Québec and Ontario in Canada as well as in thirteen states in the United States. Through Cogeco Media, Cogeco owns and operates 21 radio stations primarily in the province of Québec as well as a news agency. Cogeco's subordinate voting shares are listed on the Toronto Stock Exchange (TSX: CGO). The subordinate voting shares of Cogeco Communications Inc. are also listed on the Toronto Stock Exchange (TSX: CCA).
