Position Overview:

As a Senior Real Time Analyst you use your expertise to monitor and analyse intraday operations performance.  You verify attendance and produce intraday reporting to ensure service level agreements are met.  You contribute to the improvement of performance and development of the team.  You support the execution of real time projects/ initiatives.

Specific Responsibilities May Include:

• Monitor intraday metrics (volumes, productivity, internal and external production KPIs) to ensure proper staffing levels and compliance with the account’s service level agreements

• Adjust schedules, call and skill routing based on actual performance and volumes.

• 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

• Provide feedback and guidance to Real Time Analysts on the team to improve performance and foster development

• Identify areas of improvement and provide actionable insights to leaders

• Support leaders in the execution of real time projects/ initiatives

Required Experience, Skills & Competencies:

Professional Qualifications

• Minimum of 18+ months of work experience in contact center in a Real Time Analyst role

• Demonstrable leadership skills with ability to coach, develop, and drive performance

• High School Diploma or equivalent (secondary education preferred)

• Flexibility to work various schedules in a 24/7 environment

• Ability to successfully complete a background check and employment verification

Technical Skills

• Strong proficiency in Google Workspace and MS Office Suite (Word, Excel, and PowerPoint)

• Ability to learn and adapt to new training technologies and platforms

Communication & Presentation Skills

• Strong verbal/written skills with ability to articulate complex issues in an easy-to-understand manner

• Excellent presentation skills with the ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive, and professional manner

• Effective communication skills with team members and managers at all levels

• Strong active listening skills and ability to provide constructive feedback

Project Management & Organization

• Strong project management skills

• Excellent organizational and time management skills

• Ability to manage multiple priorities and deadlines

• Proven success in complex work environments

• Attention to detail and accuracy in documentation

Professional Attributes

• Ability to work independently in a dynamic, fast-paced atmosphere

• Strong commitment to maintaining confidentiality

• Self-motivated with passion for continuous improvement

• Adaptability to change and comfort with ambiguity

• Strong work ethic and professional demeanor

• Demonstrated ability to work with diverse personalities

• Resilience and patience in challenging situations

Leadership & Coaching

• Proven ability to coach and develop others

• Strong mentoring and feedback skills

• Ability to identify and nurture talent

• Experience in performance management and development

Preferred Experience, Skills & Competencies:

• 1+ years experience managing a team or equivalent

• 1+ year of call center experience or equivalent

• Bachelors Degree

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first

• We embrace changes and innovate courageously

• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.