Description
***Applicants should be available and willing to work on site and/or from home depending on business needs.***
Position overview:
As a Real Time Analyst you use your expertise to monitor and analyze real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met.
Key responsibilities:
Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account’s service level agreements
Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence
Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions
Support communication with team leaders and frontline team members
Requirements & Core Competencies:
Schedule flexibility - Required.
Giving support
Focusing on customers
Embracing technology
Managing self development
Functional competencies:
Knowledge of real time monitoring and reporting
Analytical and problem solving skills
Ability to work in a fast paced environment
Google Apps Advanced (Spreadsheet, GDocs, Sites etc.) - Required.
General BPO knowledge.
Statistics, mathematical logic.
IEX, Verint - Desirable
Qualifications:
English B1/B2 - Required.
Oral and written comprehension.
Appropriate use of language.
High school degree
8+ months of work experience in contact center; workforce management experience is a plus
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
