Intraday Real-Time Analyst — SLA & Staffing Optimizer

TELUS Digital; Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

TELUS Digital Philippines is seeking a Real Time Analyst to monitor intraday operations performance and verify attendance, ensuring service levels are met. You will analyze real-time metrics such as attendance, schedule adherence, AHT, ACD, and ACW to support staffing decisions.

You will produce intraday reports and post-mortem insights for Operations leaders, communicate intraday challenges, and collaborate with team leaders and frontline staff to keep service levels on track.

Qualifications

• Should be a regular TELUS Digital Philippines team member
• Should not have any form of disciplinary action in the past 6 months
• Passing scorecard: Objectives + TELUS Values
• Average 6 months scorecard of ACHIEVING for promotion or change in job scope
• Average 6 months scorecard of DEVELOPING for lateral movement (same job profile, different scope)
• Certified in Explore certification to apply for an Officer - People leader role
• Complete the Explore learning module in MyGrowth for an Officer - Individual Contributor role

Responsibilities

• Monitor real time metrics (attendance & schedule adherence, AHT, ACD, ACW) to ensure proper staffing levels 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

Job description

TELUS Digital Philippines is seeking a Real Time Analyst to monitor intraday operations performance and verify attendance, ensuring service levels are met. You will analyze real-time metrics such as attendance, schedule adherence, AHT, ACD, and ACW to support staffing decisions.

You will produce intraday reports and post-mortem insights for Operations leaders, communicate intraday challenges, and collaborate with team leaders and frontline staff to keep service levels on track.