Position overview

As a Real Time Analyst, you use your expertise to monitor and analyse real-time intraday operations' performance.  You verify attendance and produce intraday reporting, ensuring service level agreements are met.

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 of required actions

• Support communication with team leaders and frontline team members

Mandatory Requirements & Core Competencies:

• Schedule flexibility

• Giving support, focusing on customers, embracing technology, and 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

• Ability to solve problems in straightforward situations, analyzing possible solutions from experience, judgment, and precedents

Qualifications

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

• High school degree

• 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.