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

WFM Managed Services, Senior Real Time Analyst 

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 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 & Core competencies:

• Schedule flexibility 

• Availability to working on site

• 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.