Real Time Analyst

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

Description

As a Real Time Analyst you use your expertise to monitor and analyse real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met.

• Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account’s service level agreements

• Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence

• Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions

• Support communication with team leaders and frontline team members.

Minimum requirements for internal applicants:

• Should be a regular TELUS Digital Philippines team member

• Should not have any form of disciplinary action in the past 6 months

• Passing scorecard:

  • Passing scorecard defined as Objectives + TELUS Values

  • Should have an average 6 months scorecard of ACHIEVING for promotion or change in job scope.

  • Should have an average of 6 months scorecard of DEVELOPING for lateral movement (Only applies to the same job profile and does not apply to the same job level but different job scope).

• Should be certified in Explore certification to apply for an Officer - People leader role.

• Should complete the Explore learning module in MyGrowth for an Officer - Individual Contributor role.

Important reminders:

• All applicants are required to attach their CVs and 6 months scorecard before submitting the application in Workday

• All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department

• The Talent Acquisition (TA) team can only process your application once it has been fully approved

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.