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WFM - Real Time Analyst (m/f/d)

Basic Information

Ref Number

Req_00149595

Primary Location

LV - Riga - RIX

Country

Latvia

Description and Requirements

Your benefits:

  • Competitive Salary: Earn from EUR 1600 EUR gross and additional bonus for the results achieved.

  • Health Coverage:  Private health insurance after 3 months of probation period.

  • Well-being Perks: Regular fruit deliveries, free drinks, and a positive working environment.

  • Modern Workspace: Work in a great office in Riga, featuring modern workspaces.

  • Employee Discounts: Access exclusive discounts with fitness centers, restaurants, and more.

  • Team Spirit: Participate in social gatherings, sports events, team-building activities and receive a bonus for referring new employees.

  • Career Development & Growth Opportunities: Access our Career Academy for ongoing personal and professional growth.

  • Dynamic Environment: Join a multicultural team with flat hierarchies and a first-name workplace culture.



Your responsibilities:

  • Scheduling system maintenance: Real-Time Monitoring: Monitor billable hour projections throughout the day and alert management promptly about any risks. Documentation and Analysis: Keep detailed records and perform thorough analysis to inform future strategies and decisions.

  • Intraday Reporting and Action Coordination: Central Communications: Ensure timely communication to relevant teams and stakeholders. Intra-Day Coordination: Evaluate and implement ad hoc events, and training plans for the current week in alignment with clients requirements. Shrinkage, Adherence, and Attendance Reports: Ensure the timely delivery and analysis of these reports for performance evaluation.

  • Improvement and Support: Continuous Improvement: Focus on ongoing optimization and efficiency in operations. Proactive Planning and Strategy: Develop strategies for improving operations based on trends and identified areas for enhancement.


We will need these documents:

  • Cover letter explaining your motivation and expectation for the new role.

  • Extended curriculum vitae.

  • Proof (Certificates, etc.).


Your skills:

  • Experience: At least 2 years of experience in a call center and/or 1 year specifically in workforce management

  • Language Skills: Excellent oral and written communication skills, especially in English (min. C1)

  • Work related skills: Familiarity with workforce management processes, including staffing projections, scheduling and metrics monitoring is preferred. Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel). Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred. Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.

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Additional Job Description

Position summary:

The WFM - Real Time Analyst (m/f/d) monitors and analyzes live operational performance, ensuring adherence to set schedules and swiftly adjusting strategies based on real-time data. They generate reports, document findings, and engage in root cause analysis to tackle performance issues. Additionally to that the role ensures operational alignment with organizational goals.



Language Reference
English

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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