Real Time Analyst

TELUS Digital; Iloilo; Sur place; PHP 335 000 - 558 000; Plein temps

Résumé du poste

TELUS Digital is seeking a Workforce Management professional to manage real-time queue performance for Operations accounts and to drive service levels through data-driven decisions. You will monitor call volume, AHT, and running service levels, and provide action plans in collaboration with Team Captains and Operations Management.

The role requires proven WFM experience in call centers, with training in queue management and familiarity with WFM software.

Qualifications

• At least one year of Workforce Management experience in the call center / customer service industry.
• Formal training in Workforce Management (real-time data analysis, queue management) preferred.
• Previous call center operations experience.

Responsabilités

• Manage real-time queue for the Operations account and monitor attainment of service levels.
• Obtain quantifiable performance figures (e.g., call volume, AHT, service level) to inform recommendations.
• Escalate major incidents and document them for management.
• Provide training to Team Captains and new hires on queue management and tools.
• Communicate performance updates to key decision-makers and stakeholders.

Connaissances

Real-time data analysis

Queue management

Call center operations

MS Office

Formation

Bachelor's Degree

Outils

Baleen

BluePumpkin

CentreVu

ACD/PABX

Description du poste

Overview

Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.

• Updates and processes data for real-time performance analysis.
• Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
• Manages and monitors the queue for the Operations account against the attainment of passing service levels.
• Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
• Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
• Escalates relevant information on account performance to Management and ensures proper document on major incidents.
• Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
• Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.
• Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
• Conducts training for new hires, or as required for Operations.

Required skills + qualities (technical)

• Bachelor's Degree in any field
• At least one (1) year of Workforce Management experience within the call center / customer service industry.
• Formal training in Workforce Management (i.e. real-time data analysis, queue management) preferred.
• Previous call center operations experience

Required skills + qualities (non-technical)

• Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
• Prior knowledge of client specifics (i.e. nature of account, metrics) and of ACD / PABX and workforce management software systems preferred.
• Working knowledge of call center operations and organization.
• Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu)

TELUS Values

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.