Contact Center Analyst - Canada
Just Energy
Mississauga, ON, CA
4d ago

Just Energy is proud to be named Best Electricity Company in Houston . The 2021 Best of the Best competition, presented by the Houston Chronicle, recognizes some of the city’s best businesses as determined by community choice.

Job Summary :

The Contact Center Analyst is responsible for managing, monitoring and administrating best practices for the outbound dialer to ensure maximum effectiveness.

Develops and maintains internal controls, benchmark setting, and giving feedback to the retention team on specific areas of improvement.

This position has direct technical and analytical responsibilities.

Responsibilities :

  • Manage dialer performance, including monitoring of dropped calls, abandoned rates and other metrics needed to optimize call handling processes
  • Configuration and management of agents to achieve skill-based routing
  • Respond to user reported issues via salesforce ticket system and process; troubleshoot with Agents and Management experiencing problems or inefficiencies
  • Explore and expand on the existing calling platforms automation and integrations
  • Work with 3rd party integrations, including our custom integrations with Salesforce.
  • Communicate with management and business users daily to define, monitor & implement strategies and initiatives to optimize departmental performance
  • Generate reports; configure report automation and scheduling as necessary
  • Trend analysis to guide business
  • Develop one-time analyses, on-demand reports, and scheduled reports using database queries.
  • Work with business users to define and document requirements for analytics projects
  • Work with cross-functional teams as an essential contributor to the due diligence process. Perform routine and ad-hoc data analysis to support business needs.
  • Facilitate communication between business users and IT partners.
  • Communicate results to multiple levels in the organization
  • Create, maintain and manage dialing lists and campaigns
  • Additional projects and responsibilities as needed
  • Requirements :

  • Associate's degree or equivalent in a technical field preferred
  • Previous experience managing Outbound dialer software preferred, especially five9
  • 1 - 3 years relevant experience administering telephony systems in a Call Center environment preferred
  • Proficient in Excel
  • Experience with SalesForce is a plus
  • Detail-oriented, analytical, self-motivated, and comfortable with complex concepts
  • Ability to work in a fast-paced environment and adjust focus and workflow based on changing deadlines and needs
  • A stellar positive attitude. Positivity is a core value
  • An enthusiasm for problem solving and creativity
  • A willingness to work with a can-do attitude
  • An amazing ability to use strong communication skills to foster collaboration broadly
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