Contact Centre Support Analyst

Notes Continued

Role Responsibilities

Reporting to the Manager Contact Centre Business Support, the Contact Centre Support Analyst will have primary accountability on maintaining GoA Contact Centre platform and 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.

As the Contact Centre Support Analyst, you will be responsible for development and enhancement of the Contact Centre Platform and its reporting platform. You will work with the team to perform upgrades of the Platform, develop platform enhancements (based on knowledge/ suitability for the business problem being addressed), build reusable, patterns-based solutions/services on the platform where there is alignment and fit. The position will provide ongoing input and into solutions and contribute to creation of a solution to support business use and potential configuration/development on the platform.

Role Responsibilities (continued)

You will also analyze the data generated from the Contact Centre and identify, evaluate and recommend opportunities of improvement. 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. Furthermore, you will provide recommendations for continuous improvement and use the skills to leverage data and analytics to help the us tell more compelling stories about the Contact Centre operations and communicate these with stakeholders.

Some of the responsibilities of this position include:

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

Role Responsibilities (cont)

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.

This link will assist you with understanding competencies:

• Develop self and others: A commitment to lifelong learning and the desire to invest in the development of the long-term capability of yourself and others.

• Build Collaborative Environments: Leads and contributes to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.

• Systems Thinking: The work done within the APS is part of a larger integrated and inter-related environment. It is important to know that work done in one part of the APS impacts a variety of other groups/projects inside and outside the APS. Systems thinking allows us to keep broader impacts and connections in mind.

• Creative Problem Solving: Ability to assess options and implications in new ways to achieve outcomes and solutions.

Qualifications

Requirements:

• University degree in a related field such as Computer Sciences, Information Technology.
2 years of related experience in BI reporting and Contact Centres.

Equivalencies: Equivalencies will be considered:

• A related two-year diploma in computer technology or a related discipline from a recognized postsecondary institution and four years related experience; or
• A related one-year certificate from a recognized post-secondary institution and five years related experience.

Assets:

• Experience with Contact Centre technologies including Telephony Cloud Solutions.
• Well-developed skills and knowledge of the technical components, data analytics, visualizations etc.
• Strong analytic skills related to working with structured and unstructured data (JSON-style data).
• Advanced working knowledge of database languages (SQL) and experience working with relational databases, query authoring (SQL) as well as working familiarity with a variety of databases.
• Experience in BI Reporting.
• Experience in NICE InContact.
• Experience in ServiceNow.
• Knowledge of Contact Centre business operations and data.
Strong knowledge and expertise in change management and information management methodologies.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. Refer to

Notes

Term of Employment: Permanent full-time position
Hours of Work: 36.25 hours per week
Location: Remote across Alberta

This position is eligible for remote work. You must reside in Alberta to work remotely.

Final candidates will be required to undergo security screening.

This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.

Applicants are advised to provide a cover letter summarizing information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.

Additional Information:
In your resume, please include dates (including months and years) associated with all education and work experience. As well, please indicate whether your work experience is casual, part-time, or full-time. For example, January 15, 2006 - June 25, 2009: Assistant (PT three 8 hrs. shifts/week).

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Notes Continued

Links and information on what the GoA has to offer to prospective employees.

• Working for the Alberta Public Service -
• Public Service Pension Plan (PSPP) -
• Management Employees Pension Plan (MEPP) -
• Alberta Public Service Benefit Information -
• Professional learning and development - support-directive">
• Research Alberta Public Service Careers tool –
• Positive workplace culture and work-life balance
• Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement
• Research Alberta Public Service Careers tool –