Real Time Analyst-Senior

TELUS Digital; Dadri; On-site; INR 700,000 - 1,000,000; Full time

Benefits offered by this job

Annual Bonus

Cab facility (Pick up & Drop)

Medical Insurance

Life Insurance

Job summary

TELUS Digital in India is seeking a Senior Workforce Management Real-Time Analyst (RTA) to monitor real-time operations across multiple queues, ensuring optimal staffing levels and SLA attainment.

You will leverage Google Sheets for reporting and dashboards, analyze AHT and occupancy, and provide actionable insights to keep performance on track, including night shifts and collaboration with WFM teams.

Qualifications

• Bachelor's Degree is mandatory.
• 3+ years of work experience in a contact center with workforce management exposure.
• Proficiency in Google Sheets (VLOOKUP, Pivot Tables, Conditional Formatting, Formulas, charts).
• Knowledge of WFM tools (IEX, Aspect, NICE, Verint, Genesys, etc.) preferred.
• Excellent analytical, communication, and coordination skills.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Night shifts availability.

Responsibilities

• Monitor real-time call volume, agent adherence, and service levels across multiple queues.
• Perform intra-day schedule management including break/lunch/meeting adjustments to meet SLA targets.
• Communicate real-time performance updates and deviations to Operations and WFM teams.
• Prepare daily, weekly, and monthly reports using Google Sheets with advanced formulas and dashboards.
• Track and analyze AHT, shrinkage, occupancy, and absenteeism metrics.
• Provide actionable insights to optimize staffing and productivity.
• Coordinate with team leaders and operations for peak/off-peak coverage.
• Identify and elevate potential risks or anomalies impacting service levels.

Skills

Google Sheets

WFM tools

Analytical skills

Coordination

Communication

Education

Bachelor's Degree

Tools

IEX

Aspect

NICE

Verint

Genesys

Job description

Description

Job Summary

We are looking for a Senior Workforce Management Real-Time Analyst (RTA) to monitor and manage real-time operations across multiple queues and ensure optimal staffing levels. The ideal candidate must have hands-on experience in Google Sheets for reporting, data analysis, and performance tracking.

Key Responsibilities

• Monitor real-time call volume, agent adherence, and service levels across multiple queues.
• Perform intra-day schedule management including break, lunch, and meeting adjustments to maintain SLA targets.
• Communicate real-time performance updates and deviations to Operations and WFM teams.
• Prepare daily, weekly, and monthly reports using Google Sheets with advanced formulas and dashboards.
• Track and analyze AHT, shrinkage, occupancy, and absenteeism metrics.
• Provide actionable insights to optimize staffing and improve productivity.
• Coordinate with team leaders and operations to ensure adequate coverage during peak and off-peak hours.
• Identify and elevate potential risks or anomalies impacting service levels.

Required Skills & Qualifications

• Bachelor's Degree (Graduation is mandatory).
• 3+ Years of work experience in contact center; workforce management experience is a plus
• Strong proficiency in Google Sheets (VLOOKUP, Pivot Tables, Conditional Formatting, Charts, Formulas, etc.).
• Knowledge of WFM tools (e.g., IEX, Aspect, NICE, Verint, Genesys, etc.) preferred.
• Excellent analytical, communication, and coordination skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
• Comfortable working in night shifts.

Perks & Benefits

• Annual Bonus
• Cab facility (Pick up & Drop)
• Medical Insurance
• Life Insurance

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.

Equal Opportunity Employer Statement

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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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.

Equal Opportunity Employer Statement

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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.