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    Contact Centre Support Analyst - Alberta, Canada - Government of Alberta

    Government of Alberta
    Government of Alberta Alberta, Canada

    3 weeks ago

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    Description

    Job Information
    Job Title: Contact Centre Support Analyst
    Job Requisition ID: 58470
    Ministry: Technology and Innovation
    Location: Remote across Alberta
    Full or Part-Time: Full Time
    Hours of Work: 36.25 hours per week
    Permanent/Temporary: Permanent
    Scope: Open Competition
    Closing Date: May 16, 2024
    Classification: Systems Analyst 2
    Salary: ​$2,718.86 to $3,733.10 bi-weekly ($70,962 - $97,433/ year)

    The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity, inclusion and innovation are valued and supported. For more information on diversity and inclusion, please visit:

    The Technology and Innovation (T&I) Ministry supports Government of Alberta (GoA) departments with information management and technology (IMT) leadership and expertise in IMT services delivery, security, and corporate investment management that enable the GoA to meet business goals and objectives.

    The T&I Ministry uses a one-government approach to IMT governance, decision-making and service delivery across the Government of Alberta (GoA) balanced with individual client needs. The Business and Technology (BTO) branch creates, maintains, delivers and continually improves IT services consumed by clients. BTO delivers varied IT services related to audit, development, infrastructure, integration, maintenance, operations, platforms, project delivery, quality, service design, service desk, telecommunications and more.

    To learn more about us, please visit:

    The passionate and solutions focused people that we hire help us to drive vital programs and services that affect Albertans. Whatever your position is here, you will be a part of something great. Join us

    Role Responsibilities

    Reporting to the Manager Contact Centre Business Support, the Contact Centre Support Analyst will be a highly technical position that will have primary accountability of developing, enhancing, maintaining GoA Contact Centre platform and performing data analytics and developing business Intelligence reports.

    The Analyst will work with the team to perform upgrades of the Platform, develop tools for the platform, and develop enhancements (based on knowledge/ suitability for the business problem being addressed), build reusable patterns-based solutions/services on the platform. The position is required to have strong data analytical skills.

    The position will be responsible for developing and implementing advanced analytical and predictive models to identify patterns, trends, and insights from the contact centre data sets. You will also be responsible for providing leadership the relevant information on emerging trends and technologies in contact centre, business intelligence methodologies.

    The position to analyze the data generated from all GoA contact centres and identify, evaluate and recommend opportunities of improvement. Furthermore, provide recommendations for continuous improvement and use the skills to leverage data and analytics to help tell compelling stories about the contact centre operations and communicate these with stakeholders.

    In addition, the position is required to provide cross ministry engagement with migrating, maintaining, reporting and enhancing services. Activities could also include research, analysis, drafting recommendation, communications, generating key insights, training materials, leading meetings, stakeholder engagement, among others.

    Responsibilities:
    Some of the responsibilities of this position include:

  • Service Operations & Technical Support.
  • Data Analysis & Reporting.
  • Client Service & Collaboration.
  • Participation in Project Activities.
  • Continuous Improvement.

    • To be successful in this position you will demonstrate:

  • Strong research, analytical, planning, organization, evaluation, and problem-solving skills.
  • Ability to communicate effectively to staff with a varying degree of systems understanding (none to expert).
  • Broad understanding of the technical environment and linkages between systems
  • Ability to positively influence, negotiate and to obtain commitment of others.
  • Ability to function under pressure on several projects simultaneously and to meet time frames.
  • High level of motivation, creativity, and initiative.
  • Strategic perspective - ability to identify the outcomes and impacts.
  • Ability to prepare professional presentations and training materials and conduct training sessions.
  • Ability to work well in a team environment, take direction, mentor and support team members and work within deadlines is essential.

    • This position is critical to support of 75+ contact centres and the Albertans they serve.

    APS Competencies

    Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

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