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Job Description
Real-time analyst role requires monitoring workflow, managing staffing levels, and analyzing performance metrics to drive efficient operations.
As a key member of the Workforce Management team, you will support analysis of real-time performance and adherence, and develop alternative plans when necessary.
You will work closely with Workforce Managers, Business Analysts, Supervisors, and Reporting Analysts to drive client-specific and in-house needs.
Responsibilities
- Monitor workflow in real-time, ensuring all work is handled in a timely manner
- Manage interval, daily, weekly, and monthly plan objectives
- Assign workload to agents based on training
- Monitor numerous metrics such as Staffing, AHT, ACW, ACD, etc.
- Keep operations and workforce management informed in real-time of service risks or issues
- Act as a central communications point for any technology or facility issues affecting operations center and support operations
- Ensure the operation is working efficiently
- Coordinate off-the-phones activities and special projects with other departments
- Manage intra-day communication with local Team Managers regarding client requests, ad-hoc events, training planning, etc.
Requirements
- Fluency in the English language (C1/C2)
- Knowledge of call center operations and organization
- Strong knowledge of MS Office Applications (i.e. MS Word, Excel)
- Understanding of local country labor laws and regulations
- Ability to demonstrate innovation and good judgment/problem-solving skills
- Ability to establish a course of action for self and others to accomplish a specific goal
- Ability to multitask, adapt to change, and achieve results with accuracy and precision
Competencies
- Collaborating
- Good verbal and written communication skills
- Adaptive to changing work schedules and working hours
- Customer Orientation
- Results Oriented
- Excellent Time management and adaptability
- Knowledge of workforce management processes, concepts, and principles
Telus Digital recognizes and embraces the importance of values in our ever-changing workplace.
We passionately put our customers and communities first, we embrace change and innovate courageously, and we grow together through spirited teamwork.