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Customer Service Analyst


Admin and Secretarial

Advert ID




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Branch Information

Kitchener, ON - (CAN) 589 Fairway Road South Unit 5 ON Kitchener , ON - N2C 1X4 Phone : 519-571-7910



Job Description

Are you looking to start the year off in a new and exciting role?

Manpower has partnered with an energy partner to recruit to provide primary on-site user support on issue and problem resolution for Call Centre infrastructure and technology.

What is the role?

*Participate in all aspects of Call Centre technology project planning including definition of requirements, call flow and report design, testing and implementation.

*Using Interactive Intelligence software, generate call volume scenarios, forecasts and shift templates. Monitor, evaluate and report on accuracy of exception reporting using real-time and historical data.

*Create, refine and maintain Call Centre statistical reports using Interactive Intelligence, Discoverer, View Direct and other applications. Review data, complete root cause analysis, prepare recommendations and implement solutions.

* Responsible for workload planning and scheduling activities associated with both the dialer and offline work lists

*Creates and maintains daily, weekly & monthly statistics associated with all work lists

*Acts as primary contact with external Collection Agencies and is responsible for listing, reporting and managing all bad debt while maintaining integrity of customer information

*Compiles and analyzes overall collections performance on a daily basis and reports on progress against objectives and forecasts. Recommends adjustments to thresholds based on workload, communicates changes as required

*Ensures IVR fully aligned with active Collection Agencies.

*Ensures front line employees are trained on Business Process Management application

*Acts as back up to Contact Centre Analyst

*Responds to intermittent requests and direction from Offline Contact Centre Manager.

Basic/Minimum Qualifications:

*Post secondary education (University level Business Degree preferred).

*Experience working in a customer care or contact centre role.

*Experience working with Customer Information Systems (CIS).

*Demonstrated excellence in customer service & interpersonal skills.

*Excellent communication and time management skills.

*Strong interpersonal skills to ensure effective management of relationships with client groups.

*Dependability and reliability.

*Able to work successfully independently as well as in a team environment.

What does the job offer to you?

*Work between 8:00 am - 6:00 pm shifts.

* Positive work environment

* Team atmosphere

* Pay weekly $20-25/hour

If you are interested in this position, apply with us today. Call or text to follow up at 519-571-7910

Manpower Group recognizes the importance of providing an accessible and barrier-free environment. We are committed to creating a welcoming, fair and inclusive environment by offering equal opportunity to access our services. At Manpower Group, we are committed to providing accommodations, and will work with you to meet your needs.