Position:  Real Time Analyst

Department: Workforce Management

Overview:

Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.

• Updates and processes data for real-time performance analysis.  

• Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.

• Manages and monitors the queue for the Operations account against the attainment of passing service levels.  

• Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.  

• Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers. 

• Escalates relevant information on account performance to Management and ensures proper document on major incidents.  

• Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts. 

• Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.  

• Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.  

• Conducts training for new hires, or as required for Operations.

Required skills + qualities (technical):

• At least one (1) year of Workforce Management experience within the call center / customer service industry.  

• Formal training in Workforce Management (i.e. real-time data analysis, queue management) preferred. 

• Previous call center operations experience

Required skills + qualities (non-technical):

• Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).  

• Prior knowledge of client specifics (i.e. nature of account, metrics) and of ACD / PABX and workforce management software systems preferred.  

• Working knowledge of call center operations and organization.  

• Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu)

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 change 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.