Real Time Analyst

TELUS Digital; Metro Manila; Presencial; PHP 300.000 - 540.000; Jornada completa

Descripción de la vacante

TELUS Digital in the Philippines is seeking a Real Time Analyst to monitor intraday operations and verify attendance, ensuring service levels are met through precise reporting. You will analyze real-time metrics such as AHT, schedule adherence, ACW, and ACD, produce intraday and post-mortem reports, and escalate intraday challenges to Operations leaders for timely action.

This role requires strong analytical thinking, data management, and collaboration with team leaders to sustain optimal

Formación

• Experience monitoring real-time metrics (attendance, schedule adherence, AHT, ACD, ACW).
• Strong understanding of contact center operations and workforce management principles.
• Proficient in data gathering, reporting, and trend analysis.

Responsabilidades

• Monitor real time metrics to ensure proper staffing and SLA compliance.
• Provide real-time and post mortem performance reports to Operations leaders.
• Proactively communicate intraday challenges to Operations for required actions.
• Support communication with team leaders and frontline members.

Conocimientos

Real Time Analytics

Workforce Management

Data Analysis

Reporting

Descripción del empleo

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.

List of Functional Responsibilities

• 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

Technical/Niche skillset required

• Analytical & Problem-Solving Skills: This is the most critical skill. The candidate must be able to quickly analyze real-time data and metrics like Average Handle Time (AHT) and schedule adherence. They need to identify issues (e.g., staffing shortages, long hold times) and understand their impact on service level agreements (SLAs).
• Operational & Workforce Management Knowledge: A solid understanding of contact center operations is essential. This includes familiarity with key metrics like those listed (ACD, ACW, AHT) and an understanding of how they affect performance. Experience with workforce management principles is a significant plus.
• Data & Reporting Skills: The role requires monitoring data