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WFM, WFM Senior Real Time Analyst -TELUS Digital SV

Basic Information

Ref Number

Req_00156889

Primary Location

SV - Antiguo Cuscatlan - Las Cascadas

Country

El Salvador

Job Type

Support Positions

Work Style

On Site

Description and Requirements


Position overview:

As a Senior Real Time Analyst, you use your expertise to monitor and analyze 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

Key responsibilities:

  • 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 of 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.

Requirements:

  • Minimum of 1 year as a Real Time Analyst - Required

  • Schedule flexibility 

  • Availability to work on-site 


 Core competencies:

  • Giving support

  • Focusing on customers

  • Embracing technology

  • Managing self-development

Functional competencies:

  • Knowledge of intraday monitoring and reporting

  • Knowledge of service level management, line adherence management, reforecasting, rescheduling, call and routing management

  • Analytical and complex problem-solving skills

  • Ability to work in a fast-paced environment

Qualifications:

  • 18+ months of work experience in contact center; experience in real time analysis

  • Bachelor’s degree or equivalent

  • CEFR B1-B2 English (oral/ written) 





 

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.


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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