Real Time Analyst

Tp-Canada; Toronto; On-site; CAD 32,000 - 34,000; Full time

Benefits offered by this job

Paid 5 weeks training

2 weeks annual leave

Medical and Dental benefits

Employee Family Assistance Programs

Job summary

Teleperformance is seeking a Real Time Analyst for 100% on-site work at our Midtown Toronto location. You will monitor intraday performance, ensure service levels and occupancy, and collaborate with Supervisors and Support teams to optimize operations. Strong analytics, MS Office, and real-time decision-making are essential.

Salary starts at CAD 23.43/hour with an overnight premium CAD 24.43/hour. Regular full-time contract with extensive on-site training and career development opportunities.

Qualifications

• High school diploma required.
• Experience with intraday performance monitoring preferred.
• Strong analytical and MS Office skills.

Responsibilities

• Act as the first point of contact for all service-related escalations on the account (e.g., call routing, technical glitches, unscheduled absences).
• Monitor real-time floor activities for adherence to AUX/ACW/BREAKS & SHIFTS; ensure analysts are available on phones as required.
• Perform real-time queue monitoring (RTQM) and intraday reporting (Hourly/ Productivity).
• Coordinate with Supervisors, Operations Managers, and Support teams to maintain peak efficiency.
• Engage in client interactions and handle related duties as assigned.

Skills

MS Excel

Power BI

Genesys

IEX

Analytical skills

Communication skills

Team player

Public speaking

Self-motivated

MS Word

MS Office

Education

High School Diploma

Tools

MS Office suite

Job description

Join Teleperformance – Where Excellence Meets Opportunity!Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.Why Choose Teleperformance?We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.Utilize advanced support technologies and processes engineered to achieve outstanding results.We cultivate lasting client relationships and make positive contributions to our local communities.Become Part of an Exceptional Team!Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.Job DescriptionAdvertised as : Real Time AnalystLocation: 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4- 100% On-siteReports to: BA SupervisorContract: Regular, Full-timeEducation : High School DiplomaTravel Requirements: NoFor existing vacancy: NoAbout UsTP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.Our Work CultureAt TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.Autonomous - We encourage and trust your decision-making skillsProgressive work environment- If you have skills to prove we have all ladders for you to growFlexible - We believe in resultsInnovative - All ideas matterInclusive - Everyone is Included and everyone winsSalary: $23.43/hourly + overnight premium ($24.43)About the jobAs a Real Time Analyst, you will be responsible for managing intraday performance to ensure service levels, occupancy, and schedule adherence meet established targets. You will monitor real-time operations, make proactive adjustments, and collaborate closely with Supervisors, Operations Managers, and Support teams to maintain optimal performance. Regular real-time communication with clients is essential, requiring you to respond quickly to changing conditions and help keep operations running at peak efficiency.Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)Would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical glitches, unscheduled absence OR any other.Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ACW/BREAKS & SHIFTS.Would ensure availability of analysts on phones as per the business model requirement.Real time queue monitoring (RTQM)Intraday reporting (Hourly Interval Reports, Productivity Reports)Client InteractionWould perform other related duties & assignments as required by the Manager.Self-motivated and able to perform efficiently and effectively with minimum supervision.Sound understanding of looking through reports and sharp analytical skills.Required skillShould have knowledge of MS Office applications (Excel/Google Sheet, MS-word)Good Evaluating/Analytical skills and ability to demonstrate reasons for a change.Self-motivated and able to perform efficiently and effectively with minimum supervision.A pleasing personality with a professional, positive, service-oriented attitude.Critical competencies for the positionMathematical skill and communication Skill (Oral and Written)Team player and flexible for all shiftsSelf motivated, presentation skills, and public speakingKnowledge of Knowledge of IEX and GenesysGood with logical & analytical skillsTaking initiatives to streamline processes and focus areasHands on with excel & MS officeDomain / functional expertise areas:Analytical skillsExcel skillsPower BI will be an advantageBenefits & PerksEstablished career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.Robust career path with a full development plan and the opportunity to grow in the organization.Paid 5 weeks training, 2 weeks annual leave.Continuous learning through progressive training that is specific to your tenure and skills.Competitive salary with incentive programsPositive and supportive environmentMedical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.Schedule100% On-siteTraining Hours of Operations: 5 weeks of training and nesting and 4 weeks of ticketingLocationCandidates are advised to be within travel distance from our primary locations: Yonge- Eglinton Midtown TorontoTeleperformance welcomes and encourages applications from people with Disabilities. Should you be invited to participate in the selection process, we are committed to accommodate you to best meet your needs.Be One of Our People:It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity EmployerJob Application Accommodation:If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.