Porter Airlines Inc.
Location
250 Yonge St Ste 2800, Toronto, ON M5B 2L7
Full job description
Job Summary:
We are seeking a dynamic Real-Time Analyst (RTA) to join our Workforce Management (WFM) team in our contact centre. This unique role combines four critical responsibilities to support our daily operations. The ideal candidate will not only monitor and manage call queues in real time but also act as the primary point of contact for IT issues affecting operations, ensure accurate payroll submissions for hourly team members, and support performance analysis through the creation of monthly KPI scorecards. This position is perfect for someone with a detail-oriented, organized, and proactive approach to multitasking within a fast-paced environment.
Duties & Responsibilities:
- Real-Time Monitoring (45-60%)
- Oversee the real-time operation of call queues to ensure effective resource management.
- Ensure all team members are adhering to their schedules, logged in correctly, and available as expected.
- Manage on-the-spot adjustments for schedule adherence, staffing levels, and skill changes to meet service targets.
- Identify and address immediate needs in staffing, including activating shift extensions, offering overtime, and making skill adjustments as required.
- Act swiftly to implement business continuity procedures during unexpected outages or incident management events.
- IT Coordination and Issue Tracking (10-15%)
- Serve as the primary point of contact for contact center IT issues, reporting issues promptly and ensuring the appropriate priority levels are assigned to tickets.
- Track the status of ongoing IT tickets, escalating high-priority or persistent issues as needed.
- Primary contact for IT issues: prioritize, track, coordinate with teams, and update management on critical impacts.
- Payroll and Attendance Management (10-15%)
- Verify that all team members’ payroll hours are accurately entered and submitted in alignment with contact center policies.
- Track and address any discrepancies in time entry or attendance records to ensure payroll accuracy.
- Collaborate with team supervisors to resolve payroll or scheduling conflicts, ensuring that team members are correctly compensated for their hours worked.
- KPI Scorecard Creation and Analysis (10-15%)
- Assist in preparing monthly KPI scorecards and productivity metrics for agents
- Analyze performance trends and identify areas for improvement to share with supervisors and WFM leadership.
- Provide actionable insights.
- Contribute to monthly reports by summarizing key performance data to support WFM decision-making and strategic planning.
- Active participation in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operation; understand comply and promote the Company Safety Policy.
Behavioural Competencies:
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Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
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Teamwork: Working collaboratively with others to achieve organizational goals.
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Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
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Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
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Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
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Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Qualifications:
- Minimum of 1-2 years’ experience in a contact center environment, with a focus on real-time monitoring, workforce management, or performance analysis.
- Familiarity with WFM tools (e.g., Calabrio, Amazon Connect, or similar platforms).
- Basic knowledge of call center metrics (AHT, Adherence, Occupancy) and their impact on service levels.
- Previous experience coordinating or troubleshooting IT issues in a contact center environment is a plus.
- Proficiency in time-management tools, payroll systems, and Microsoft Office Suite.
- Strong analytical skills to interpret data for operational adjustments and decisions.
- Excellent organizational skills, attention to detail, and a proactive approach to issue management.
Company Description:
Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.
