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Workforce Management, Real Time Analyst - Pradera Xela

Basic Information

Ref Number

Req_00147079

Last day to apply

26-11-2024

Primary Location

GT - Quetzaltenango - Xela

Country

Guatemala

Work Style

On Site

Description and Requirements

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:

  • Flexibility to work on-site - Mandatory

  • Schedule flexibility - Mandatory

Core competencies:

  • 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

Qualifications:

  • 8+ months of work experience in contact center; workforce management experience is a plus

  • High school degree

  • CEFR B1-B2 English (oral/ written) 

Additional Job Description

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.


EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

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.
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