Intraday Performance & Staffing Analyst

TELUS Digital; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

TELUS Digital Philippines is seeking a Real Time Analyst to monitor and analyze intraday operations, ensuring attendance, schedule adherence, and SLA compliance. You will produce real-time performance reports and post-mortem analyses for Operations leaders, supporting actions needed to maintain service levels.

You will communicate intraday challenges, coordinate with team leads and frontline members, and help drive timely decisions within TELUS's shared services environment.

Qualifications

• Regular TELUS Digital Philippines team member.
• No disciplinary action in the past 6 months.
• Passing scorecard with ACHIEVING for promotion or DEVELOPMENT for lateral moves.
• Explore certification to apply for Officer - People Leader.

Responsibilities

• Monitor real time metrics (attendance, schedule adherence, AHT, ACD talk time, ACW) to ensure staffing and SLA compliance.
• Provide real-time performance reports and post mortem reports to Operations leaders in the established cadence.
• Proactively communicate intraday challenges impacting SLAs to Operations leaders for required actions.
• Support communication with team leaders and frontline team members.

Skills

Real-time monitoring

Performance reporting

SLA adherence

Team coordination

Tools

Workday

Job description

TELUS Digital Philippines is seeking a Real Time Analyst to monitor and analyze intraday operations, ensuring attendance, schedule adherence, and SLA compliance. You will produce real-time performance reports and post-mortem analyses for Operations leaders, supporting actions needed to maintain service levels.

You will communicate intraday challenges, coordinate with team leads and frontline members, and help drive timely decisions within TELUS's shared services environment.