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Opportunities at Irving


Job Posting #: 13-0199
Job Title: Workforce Analyst
City: Saint John
State/Province: NB
Description:

Irving Energy is the regional refining and marketing company serving customers in Eastern Canada and New England. We offer challenging and rewarding employment opportunities throughout our company, and are always seeking committed and talented people to join our team.

Duties include:

  • Provide the highest level of customer service through ensuring proper resources are in place for staffing
  • Keep track of call patterns and be able to respond to changes
  • Provide management with call volume forecasts and make recommendations to management on staff requirements 
  • Determine need for new queues or queue changes
  • Ensure efficiency of the customer contact centre and that any problems are resolved or prevented
  • Ensure resources are used efficiently through communicating availability for projects to Supervisors and Team Leaders
  • Ensure agents are trained properly through scheduling agents into training sessions offered
  • Ensure CCC is in line with latest technology by working with Manager - Operations on business cases for new technology
  • Perform other duties as required to maintain and enhance departmental productivity
Requirements:
  • Completion of post secondary school – Technological training (computers) and data analysis
  • Customer service experience, workforce management experience, and some perimeter/ACD experience
  • Ability to work well within a team environment is required
  • Strong verbal and written communication skills are necessary
  • Analytical skills, computer skills (Excel, CCC, Flashpoint, and Word), attention to detail, and time management skills
Number of Openings 1
Position Location: 201 Crown Street
Bilingual Requested: No
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