Contact Centre Performance Excellence Technical Specialist (12-month Contract) - Abbott Diabetes Care (Mississauga)

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.

• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.

• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Mississauga location in the Diabetes Care Division. We're focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We're revolutionizing the way people monitor their glucose levels with our new sensing technology. The Contact Centre Performance Excellence Technical Specialist, is responsible for the systematic testing of all Contact Centre systems, test new releases within a Contact Centre system using specified scripts, serve as technical SME for the Contact Centre team and all related systems, perform analytics and reporting related to testing, operations, budget and forecasts.

What You'll Do

Creates test plans and test summary documents.

Tracks and reports managed defects along with analyzing data and provided reports.

Conducts end-to-end integration testing and assures software delivered meets requirements and expectations.

Coordinates all testing activities and develops Test Plan, Test strategies, Test Cases, Test Data and Test scripts.

Actively participates in testing and project cross functional meetings.

Create and maintain metrics related to workforce management, to include forecasting, call center statistics, capacity planning and scheduling.

Implement structural and replicable forecasting models. Models pertain to long-term and short-term call volume, AHT and shrinkage.

Acquire data from various systems within the business to build complete views of our results.

Work with manager to explore opportunities to provide data insight and appropriately build new reporting procedures.

Support QA Call monitoring processes as needed.

Required Qualifications

Five to eight years of technical experience supporting a call centre or customer service-related operations.

Five to eight years of analytics and reporting experience.

Three-year college diploma, university degree is preferred.

Bilingual, French and English, oral & written.

Strong mathematical, analytical and organization skills, with data mining and analysis, research, investigating and problem-solving skills.

Exceptional reporting skills: including Power BI, MS Excel, MS Access, MS word to access, combine and analyze multiple data sources preferred (strong comfort level with formatting, formulas, graphs, pivot tables, etc.).

Exceptional attention to detail and the ability to follow specific instructions.

Ability to review requirements and write test scripts.

Exceptional verbal and written communication skills.

Ability to work under very tight timelines.

Able to perform successfully in a high paced, results-oriented environment.

Excellent organizational, administrative and analytical skills.

Extensive knowledge of Abbott Diabetes Contact Centre systems - i.e. Unity, Knowledge Base, Five 9.

Proven experience within a contact centre environment.

Highly experienced with customer experience and able to effectively manage multiple tasks concurrently.

Experienced with call center technology, specifically Workforce Management software.

Knowledge of quantitative and qualitative analysis techniques used to produce staffing models.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.