Real Time Analyst Jobs in Montreal, Quebec, Canada
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Montreal, Quebec, Canada
Top Benefits
About the role
Looking for a rewarding and stable career with a well-established local company? At HydroSolution, we have proudly served the Quebec market for over 65 years. With products primarily manufactured in Quebec, we offer not only job stability but also genuine opportunities for professional growth. Join a dedicated team and play an active role in our continued success!
Role
As a Real Time Analyst, you will play a key role in the operational performance of our Customer Contact Center. Reporting to the Director of Operations, Customer Experience Center, your primary objective will be to ensure optimal workforce planning in the short, medium, and long term, providing the right number of resources, at the right time, in the right queues. You will help maximize customer experience, operational efficiency, and achievement of performance targets. In addition to planning activities, you will monitor operations in real time and make the necessary adjustments to respond effectively to daily fluctuations and unforeseen events.
Responsibilities
Develop short-, medium-, and long-term volume forecasts (calls, requests, and activities) by analyzing historical trends and business requirements. Design and optimize team schedules based on forecasts, service objectives, and operational constraints. Conduct capacity planning to ensure adequate staffing levels across all business lines and queues. Collaborate with management teams to anticipate future workforce needs related to growth, projects, campaigns, and seasonal trends. Monitor service levels, call volumes, and performance indicators in real time. Make real-time adjustments (schedules, breaks, queue assignments, priorities, etc.) to ensure performance targets are met. Work closely with the analyst to continuously improve forecasting and planning models. Produce weekly reports and analyses on service levels, schedule adherence, resource utilization, and operational trends. Serve as a resource person for managers regarding workforce planning and operational performance.
Desired Profile
Experience in Workforce Management (WFM) or a similar role. Experience working in a customer contact center environment (required). Proficiency with the Genesys telephony platform (required). Strong analytical skills and comfort working with and interpreting data. Ability to translate forecasts into optimized schedules that meet operational needs. Excellent organizational, prioritization, and self-management skills. Alignment with company values: customer focus, adaptability to change, and collaboration.
What We Offer
Comprehensive training on our products. Personal and sick days that can be used throughout the year. Group insurance program (extended health, prescription drugs, dental, life, vision, and more). Group RRSP with employer contributions. Hybrid work arrangement: one day per week in the office. Wellness and remote work allowances. Free covered parking. Team-building activities and motivating contests. Telemedicine services. And much more!
About HydroSolution
At HydroSolution, every employee's work is a source of inspiration and pride. Together, we offer more than products. We provide peace of mind to Quebec families through turnkey solutions that enhance comfort and safety. Water heaters, EV charging stations, heat pumps, leak detection systems, water purifiers, and more. Our services continue to evolve to meet the needs of today and tomorrow. We may not save lives, but we do fix bad days! That is why we view our employees as everyday heroes serving thousands of Quebecers. Do you have what it takes to join a committed team dedicated to making life easier for its customers? Apply today. This opportunity could change your career too!
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About Enercare Inc.
Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings. We take pride in continually striving to make a positive impact in the communities we operate in.
Enercare is a company that believes strongly in the health, safety and wellness of our people. It’s a place where careers are made. A place where people care about the communities we operate in, and who are inspired everyday by our purpose. In our values and our ambitions, we embrace change, and support our team members along the way.
Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future.
Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.