Teams at Cogeco Inc.

Handle inbound/outbound calls to retain and upsell Cogeco customers. Resolve billing and service issues, negotiate to prevent disconnections, meet KPIs, troubleshoot escalations, and process orders while promoting products and competitor intelligence.

Manage intraday contact center queue operations across voice, chat, and email. Monitor real-time metrics (service level, AHT, occupancy), update schedules, reforecast staffing, approve offline activities, run reports, support BI queries, and coordinate with operations for business continuity and staffing recommendations.

Handle inbound/outbound customer calls to prevent service downgrades or disconnections through negotiation, upselling, troubleshooting billing and service issues, meeting KPIs, and processing orders while maintaining quality customer service.