20 meilleures offres (way learning, burlington, on) (à pourvoir)

Analyst, Realtime
Cogeco Connexion Inc —Burlington, ON
- Fins de semaine au besoin
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CarePoint Health —Mississauga, ON
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Assured Automotive —Dundas, ON
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il y a 2 jours
Geriatric Dietitian, Moose Factory, ON
Weeneebayko Area Health Authority —Ontario
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il y a 7 jours
Auto Body Technician
Assured Automotive —Mississauga, ON
- De 90 000 $ à 140 000 $ par an
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- Diplôme d'études secondaires
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Primary Care Paramedic - Rotational, Fort Albany, ON
Weeneebayko Area Health Authority —Ontario
- De 43,95 $ à 46,66 $ de l’heure
- Temps plein
- Soins médicaux
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Entry Level Sales Agent
NVS Solutions —Stoney Creek, ON
- De 46 000 $ à 65 000 $ par an
- Temps plein
- Vente
- Pas d'expérience requise
- Déplacements à prévoir
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DEPARTMENT MANAGER - MAPLEVIEW
Inditex —Burlington, ON
- À partir de 56 000 $ par an
- Temps plein
- Contrôle de l'inventaire
- Vente
- Service à la clientèle
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il y a 10 jours
Account Manager, Commercial Services
FirstOntario Credit Union —Hamilton, ON
- De 81 110 $ à 111 527 $ par an
- Fins de semaine au besoin
- Travail hybride
- Développement commercial
- Capacités de présentation
- Services financiers
- Programme d'Aide aux Employés
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Training & Development Specialist
CSN Collision —Oakville, ON
- De 70 000 $ à 75 000 $ par an
- Anglais
- Recherche
- Microsoft Office
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LOCUM Associate Dentist
Passion Dental Group —Hamilton, ON
- Fins de semaine au besoin
- Soins médicaux
- Compétences en communication
Associate Director of Care - Infection Prevention and Control (RN OR RPN)
Maple Villa Long Term Care Centre —Burlington, ON
- À partir de 80 403,34 $ par an
- Fins de semaine au besoin
- Soins infirmiers
- Gestion des stocks
- Compétences informatiques
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19 h
Part-Time Event Lead / Youth Activity Coach – Year-Round
Gameyard —Milton, ON
- De 18 $ à 22 $ de l’heure
- Temps partiel
- Expérience auprès des enfants
- Conduite de véhicule
- Enseignement
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Pizzaiolo
Castelli Mercato —Ancaster, ON
- De 19,50 $ à 22,00 $ de l’heure
- Temps plein
- Contrôle de l'inventaire
- Préparation culinaires
- Anglais
- Réductions Tarifaires
- Assurance Dentaire
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Carlsberg Retail Sales Representatives - Hamilton
Encore Market Engagement —Hamilton, ON
- 21 $ de l’heure
- Temps partiel
- Marchandisage
- Développement commercial
- Capacités de présentation
Inside Sales Representative (Automotive) Remote/ Représentant des ventes internes (secteur automobile) – Télétravail
Concentrix —Hamilton, ON
- De 17 $ à 20 $ de l’heure
- Embauche urgente
- Télétravail
- Capacités de présentation
- Programmes de Bien-être
- Assurance Dentaire
il y a 12 jours
Customer Service / Technical Support Rep (On-Site)
Concentrix —Hamilton, ON
- 20 $ de l’heure
- Embauche urgente
- Anglais
- Diplôme d'études secondaires
- En présentiel
- Assurance Dentaire
- Congés payés
Health & Wellness Educator
Healthy Planet —Oakville, ON
- Fins de semaine au besoin
- Marchandisage
- Caisse
- Expérience en supervision
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il y a 1 jour
Real Estate Agent
Royal LePage Real Estate —Hamilton, ON
- De 50 000 $ à 150 000 $ par an
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Heavy Equipment Operator
Contour Landscape Group Inc. —Campbellville, ON
- De 30 $ à 38 $ de l’heure
- Temps plein
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il y a 1 jour

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Analyst, Realtime

Cogeco Connexion Inc -
Burlington, ON

Postuler dès maintenant

Détails du poste

Temps plein

Profil recherché

Microsoft Word
Français
Google Suite
Microsoft Excel
Veille économique
Utilisation de l'équipement de protection individuelle (EPI)
Politiques de santé et sécurité au travail
Analyse d'affaires
Anglais
Google Cloud Platform
Bases de données
Gestion des horaires
Esprit d'analyse
Service à la clientèle
Smartsheet
Orientation axée sur le service à la clientèle
Mise en œuvre de projet
Appels sortants
Diplôme d'études collégiales (hors Québec)
Télémarketing
Interaction avec les clients
Coordination d'équipe
Gestion du temps

Description complète du poste

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

Job Description :

POSITION SUMMARY:

The real-time analyst is responsible for intraday queue management and re-forecasting for the US contact center, This includes managing inbound calls, chat, and email platforms, as well as outbound telemarketing. The analyst will report and explain key metrics for service level, AHT, occupancy, forecast, and absenteeism.

KEY RESPONSIBILITIES

1. Monitors calls, chats, and email contacts from customers.

2. Conducts real-time analysis of all metrics for multiple lines

of business - Forecast Variances, Service Level targets, AHT target variances, Occupancy targets, Staffing requirements, etc.

3. Approves all real-time requests for offline activities (training, meetings, coaching, etc) based on business needs/service level

4. Responsible for all Aspects updates affecting current day schedules (e.g. absences, coaching, offline activity, training, etc)

5. Reforecasts intraday to make decisions on staffing.

6. Coordinate real-time activities related to staffing (read time, ad hoc meetings, and coaching sessions)

7. Identifies course of action or makes recommendations relating to staffing deviations (Extended Hours/Surplus, Schedule Adjustments, Skill Switches/Leveraging)

8. Monitors agent adherence/compliance to schedule and escalates to the Supervisor for investigation

9. Monitors phone states and escalates to the Supervisor based on thresholds determined by the most recent business needs

10. Works closely with the Operations Management team to ensure key operational deliverables are met, intraday

11. Receives contacts from managers, supervisors, and agents via calls, email, and Smartsheet.

12. Coordinates with Customer Service Management to support Business Continuity Plan (i.e. Fire, Power failures, etc.)

13. Provide Daily, Weekly, Monthly, and Ad hoc reports in the stipulated timeframes and as required by the Operations Management team and the client

14. Support the management team with the implementation of new initiatives and projects from a real-time perspective

15. Makes recommendations on staffing and routing changes based on observations to your immediate supervisor, in a professional and positive manner

16. Ongoing support of database loading and running of queries to support the Business Intelligence team.

17. As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.

18. To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING

College Diploma or a combination of equivalent education and experience

WORK EXPERIENCE

Minimum 5 years of experience in preparing written reports and analysis, including the ability to make sound recommendations or business decisions in a contact center environment.
A previous background in Contact Centre Management and Workforce Management is an asset.
A previous background with Aspect & Five9

SPECIFIC COMPETENCIES

Fluent in English and French (spoken and written) required to collaborate with stakeholders in Quebec, Ontario, and across the United States.
Must be proficient in desktop and cloud applications, including MS Office applications (i.e. Excel, Word) and Google Cloud Platform (Sheets, Slides)
A strong understanding of contact center procedures, processes, and technologies is preferred.
Must be highly organized and detail-oriented with demonstrated analytical skills and time management skills.
Demonstrated interpersonal skills with a winning customer service attitude and professional demeanor.
Ability to communicate with a high degree of tact and diplomacy.
Self-motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
Open to change with a learning attitude toward work and to contribute to the team’s success in attaining overall objectives.
The ability to multi-task and manage concurrent projects in a fast-paced environment with limited supervision is required.
Flexibility is required with respect to hours of work as the incumbent may be required to work rotating shifts in a 24/7 environment including days, evenings, weekends, and general holidays. Hours of work are subject to change as business needs evolve.

At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals wishing to join our company, regardless of cultural and individual differences. We strive to build teams that reflect the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of

excellence.

Location :

Burlington, ON

Company :

Cogeco Connexion Inc

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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Je souhaite recevoir la dernière alerte emploi pour les postes de ce type : way learning (burlington, on)

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