Real Time Analyst

We’re looking for a Real Time Analyst to join our diverse & vibrant team and become part of the ATCO family. ATCO Energy operates 2 lines of business comprising of its Energy and Home Services division and the Blue Flame Kitchen. We like to call ourselves the A-Team! 

ATCO Energy is a leading electricity and natural gas retailer in Alberta, providing energy solutions for homes and businesses across the province. We’re committed to delivering exceptional customer experiences—and behind every great experience is a team that keeps operations running smoothly.

Reporting to the Senior Workforce Analyst, the Real Time Analyst plays a critical role in monitoring real-time service levels across telephony and digital channels. This role partners closely with contact centre leadership, workforce management, and advisors to balance demand and capacity, mitigate risks to service performance, and ensure a positive customer experience.

• Highly analytical with a strong attention to detail

• Comfortable making quick decisions in a fast-paced environment

• A clear and confident communicator with colleagues at all levels

• Organized, adaptable, and able to manage multiple priorities

• A collaborative team player who can also work independently

• Highly analytical with a strong attention to detail

• Comfortable making quick decisions in a fast-paced environment

• A clear and confident communicator with colleagues at all levels

• Organized, adaptable, and able to manage multiple priorities

• A collaborative team player who can also work independently

   

• Diploma with 4 years of related experience, or a degree with 2 years of related experience

• Experience in real-time analysis or workforce management within a contact centre (asset)

• Experience with Genesys, Salesforce, or other contact centre monitoring tools (asset)

• Advanced Microsoft Excel skills and experience with Power BI

• Strong written and verbal communication skills

• Ability to remain flexible as job responsibilities evolve

If you’re not yet convinced that ATCO Energy could be the smartest career move you make, we also offer:

• Competitive compensation, pension matching, and employee share options
• Volunteer programs during work hours and charitable donation matching
• Hybrid work arrangements, meeting‑free Fridays, and Work from Anywhere August
• Well‑Being @ ATCO Health & Wellness Program
• Wellness and psychologist coverage up to $3,000 per family
• Fertility, adoption, and family‑support benefits
• Flexible public holidays and your birthday off
• And so much more!

At ATCO Energy, we’re purpose‑driven to help customers feel comfortable and confident in their homes and businesses. Guided by our core values, we’re shaping the future of our industry with a trailblazing mindset in a fast‑paced, agile environment. We are committed to diversity, equity, and inclusion and seek team members who thrive in collaborative problem‑solving and share a passion for making a difference.

This role is based in Calgary.