WFM, Real Time Analyst

Description

Summary: As a Real Time Analyst, you will monitor and analyze real-time/intraday operations performance, ensuring service level agreements are met through expert analysis and reporting. Highlights: 1. Monitor real-time metrics to ensure proper staffing and SLA compliance 2. Provide real-time and post-mortem performance reports to leadership 3. Proactively communicate intraday challenges impacting service levels **\*\*\*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 **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.