Job Description
We’re looking for a Real Time Analyst to join our diverse & vibrant team and become part of the ATCO family.
ATCO Energy is a leading electricity and natural gas retailer in Alberta, providing energy solutions for homes and businesses across the province. We’re committed to delivering exceptional customer experiences—and behind every great experience is a team that keeps operations running smoothly.
Reporting to the Senior Workforce Analyst, the Real Time Analyst plays a critical role in monitoring real-time service levels across telephony and digital channels. This role partners closely with contact centre leadership, workforce management, and advisors to balance demand and capacity, mitigate risks to service performance, and ensure a positive customer experience.
On a Daily Basis, You’ll Be Responsible For
Agent and Queue Management
- Continuously monitor operations in real-time, ensuring adherence to service level agreements, KPI...