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WFM, Real Time Analyst- TELUS International El Salvador

Základné informácie

Ref Number

Req_00079641

Primárna lokácia

SV - Santa Tecla - Plaza Merliot

Ďalšie lokácie

SV - Antiguo Cuscatlan - Las Cascadas

Krajina

El Salvador

Typy zamestnania

Support Positions

Work Style

On Site

Opis a požiadavky

***Applicants should be available and willing to work on-site and/or from home depending on business needs***

WFM, Real Time Analyst- TELUS Digital El Salvador.

 

About the role

The Real Time Analyst is responsible for managing all intraday processes in support of operations to achieve the business objective of service level, maximizing efficiency and occupancy. Is also responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends. Responsible for the real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests, schedule changes, and the daily exception management of IEX.


Responsibilities:

Creating attendance reports, metrics according to the needs of the Account; monitoring the flow of calls, chats and/or emails; auxiliary monitoring; adherence exception reports; report writing productivity, and the development and automation of new reports, recommend overtime or VTO (voluntary time off) based on daily performance, coordinate the issue resolution process between frontline and supporting teams whenever a system issue occurs, constant communication between client, operations, training and management, tracking attrition, absenteeism, and unproductive hours.

 
Skills and Requirements:

  • Schedule flexibility (availability on weekends) - Required.

  • Positive attitude

  • Strong Leadership skills

  • Proactivity.

  • Organized.

  • Ability to solve problems (Statistics, mathematical logic Skills)

  • Ability to work under pressure and meet deadlines

  • Creativity and Innovation.

  • Strong Teamwork spirit

  • Attention to details.

Required knowledge:

  • English B2 - Required.

• Oral and written comprehension.

• Appropriate use of language.

  • MS Office Advanced - Required.

  • Google Sheets

  • Advanced Excel skills (Functions: SUMIF Joint, average, Count, conditioning formulas ( IF, AND, OR ) - Required

  • Preparation and presentation of advanced graphics

  • PivotTables

  • Search the data value by:VLOOKUP.

  • Format Cells

  • Advanced Filters

  • General BPO knowledge.

  • IEX, Verint - Desirable.

  • Data Studio - Required

 

Studies & Experience:

  • At least two years of university studies in Systems Engineering or related careers - Desirable.

  • Experience in similar positions - Desirable.

 


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.

Ďalší popis práce

The Real TIme Analyst is responsible for managing all intraday processes in support of operations to achieve the business objective of service level, maximizing efficiency and occupancy. Is also responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends. Responsible for the real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests, schedule changes, and the daily exception management of IEX.

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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