WFM, Real Time Analyst

Description

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

WFM, Real Time Analyst

Position overview:

As a Real Time Analyst you use your expertise to monitor and analyze real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure 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 required actions

Support communication with team leaders and frontline team members

Requirements & Core Competencies:

Schedule flexibility - Required.

Giving support

Focusing on customers

Embracing technology

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

Google Apps Advanced (Spreadsheet, GDocs, Sites etc.) - Required.

General BPO knowledge.

Statistics, mathematical logic.

IEX, Verint - Desirable

Qualifications:

English B1/B2 - Required.

Oral and written comprehension.

Appropriate use of language.

High school degree

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

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.