Basic Information
Ref Number
Req_00062199
Last day to apply
06-Jul-2025
Primary Location
BG - Sofia - TELUS Tower
Additional Locations
BG - Sofia - Infinity Tower
Country
Bulgaria
Description and Requirements
Are you ready to take the next step in your career and achieve your next challenge?
We at TELUS Digital Bulgaria are seeking a dynamic WFM Real-Time Analyst to join our innovative team. This role offers the perfect blend of analytical challenge and professional growth in one of the leading digital workplaces.
Key Responsibilities:
- Monitor workflow in real-time, ensuring all work is handled in a timely manner meeting the SLA targets
- Manage interval, daily, weekly, and monthly plan objectives
- Real-Time Skilling assign workload to agents based upon training
- Monitor in real-time numerous metrics such as line adherence, CSAT, SLA, AHT, etc.
- Keep operations and workforce management informed in real-time of service risks or issues
- Act as a central communication point for any technology or facility issues affecting operations center and support operations
- Manage intra-day communication with local Team Managers and share real-time teams outside the country regarding client requests, ad hoc events, training planning, etc.
- Timely delivery and analysis of Shrinkage, Adherence, and Attendance reports;
- Review future-dated center performance and provides decisions to mitigate staffing deficits
- Proactive planning and strategy development
- Accurate gathering of statistics for the purposes of identifying trends
- Develop a Daily Post Mortem Assessment of the previous day performance
- Other functionally related tasks as assigned by the management
- 1+ years in a role with significant reporting and analysis experience
- Expert knowledge in Microsoft Excel with the ability to create charts, graphs, pivot tables, and complex formulas. Google Sheets is considered an advantage
- Excellent written and verbal skills in English
- Proficiency with Google Docs applications and the ability to learn to navigate new tools and dashboards
- Knowledge in call center-specific software and applications (i.e. Verint; CMS etc) would be considered an advantage
- Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions
- Ability to multitask, adapt to change, and achieve results with accuracy and precision
- Adaptive to changing work schedules and working hours
- Must be able to respond quickly and intelligently in a fast-paced environment, making calculated decisions under pressure
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment
- Ability to build strong stakeholder relationships and foster ownership, innovation, and collaboration within a team
- 1+ year in a role within a call center environment
- Previous experience with Google Sheets
- Experience with databases (SQL, Access)
- Associate Degree or some college
We Offer:
- Fully paid training
- Stable job and career development opportunities
- Attractive salary
- Additional health insurance
- 50+ benefits and services to choose from
- Positive international working environment
- Support and learning
- Employee referral bonuses
Does it sound like the perfect job for you? APPLY NOW!
About us: TELUS Digital Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,200 team members. The company provides a broad portfolio of services - designing, building and delivering next-generation digital services, AI solutions, customer experience and much more. The company's primary focus is strict adherence to all our clients'procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.
#LI-DNI
| Language Reference |
|---|
| English |
EEO Statement
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International 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 International, 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.
