Real Time Analyst

TELUS Digital; Pasig; On-site; PHP 446,000 - 670,000; Full time

Job summary

TELUS Digital is seeking a Real Time Analyst to monitor and analyse intraday operations performance, verify attendance, and produce real-time reporting to ensure service level agreements are met.

The role focuses on monitoring real-time metrics (attendance, schedule adherence, AHT, ACD, ACW) and delivering actionable insights to Operations leaders to maintain staffing efficiency and SLA adherence in a dynamic, fast-paced setting.

Qualifications

• 8+ months of work experience in a contact center.
• Workforce management experience is a plus.

Responsibilities

• Monitor real time metrics (attendance, schedule adherence, AHT, ACD, ACW) to ensure staffing and SLA compliance.
• Provide real-time performance reports and post mortem reports to Operations leaders.
• Proactively communicate intraday challenges to Operations leaders.
• Support communication with team leaders and frontline team members.
• Give support focusing on customers and self-development.
• Utilize real time monitoring and reporting to inform decisions.
• Demonstrate analytical and problem-solving skills.
• Thrive in a fast-paced environment.
• Analyze situations and propose solutions based on experience and precedents.

Skills

Real-time monitoring

Analytical skills

Problem solving

Fast-paced environment

Intraday reporting

Job 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
• Giving support, focusing on customers, embracing technology, managing self-development
• Knowledge of real time monitoring and reporting
• Analytical and problem solving skills
• Ability to work in a fast paced environment
• Ability to solve problems in straightforward situations, analyzing possible solutions from experience, judgement and precedents
• 8+ months of work experience in contact center; workforce management experience is a plus